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About Leap:

Leap is building the world's largest network of branded retail stores – powered by data, systems and scale. The Leap Platform enables brands to deploy stores that work in concert with ecommerce more rapidly and at significantly reduced cost and risk. Brand stores powered by Leap bring modern brands to life with compelling, immersive customer experience and data driven operations. At Leap, our diverse, growing team is excited by the opportunity to power the next generation of leading consumer brands with a vibrant presence in local communities throughout the country. We're one of the fastest growing companies in the retail/ecommerce space - since launch we've powered stores for over 70 brands, and we're adding more brands and stores each week. Leap currently powers retail for world-class brands, such as Nisolo, SET Active, Ring Concierge, Thirdlove and Oliver Cabell. Click here to learn more about stores Powered by Leap.

Our brand customers are modern brands who lead or aspire to lead their categories today and tomorrow, and *outstanding* people are literally at the core of our product. Our organization is composed of a diverse range of talented individuals and teams. With functions like Real Estate, Store Design & Development, Retail Operations, Marketing, Engineering, Product Management and Data Science, we're a truly unique company and our shared ambitions and core values tightly align and drive us to succeed. 

Our staff are what make our organization so special and honoring our culture and values as we hire, onboard, engage, develop and support our teams is paramount.

Come take this leap with us. Your ideas, thinking, and voice are wanted. 

Mission for the position:

Reporting into the Sr. Director of Customer Success, the Customer Success Manager enables and drives brand success on the Leap platform. With focus on driving brand performance, brand sentiment (NPS), renewals and expansion, the Customer Success Manager is the face of the Leap platform with our roster of over 60 brand customers. The Customer Success Manager empowers brand customers , by engaging directly with brand representatives, project managing, and working cross-functionally with internal Leap teammates.

The Customer Success Manager is an influential leader both internally and externally, speaking directly to brand customer’s senior leaders and unlocking internal cross-functional support to drive brand customer success. In addition to working directly with brand customers to drive adoption of Leap standards and best practices, the Customer Success Manager will advocate for brand customer needs. 

Responsibilities:

Customer Support and Project Management:

  • Manage day-to-day customer support, project management & communication internally and externally.
  • Lead brand customer onboarding, ongoing communication, platform tools training, insights reporting, and account engagement/optimization.
  • Lead new brands through onboarding, managing time-bound deliverables, cross-functional inputs, and clear communication.
  • Proactively manage deliverable workflows to maximize store performance and account value.

Brand Relationship Management:

  • Collaborate cross-functionally to optimize store performance for each brand customer.
  • Ensure brand customers achieve business goals and maintain delivery standards.
  • Drive brand account growth in partnership with Account Executives via renewal and store footprint expansion in target categories and markets 

Data Analysis and Strategy:

  • Leverage data for proactive insights and help brands craft strategies for success on the platform.
  • Develop compelling narratives based on analytics and insights to drive implementation of action plans.

Communication and Advocacy:

  • Lead daily and weekly internal communications across multiple brand customer accounts and projects.
  • Support the development and implementation of management workflows and systems for strong stakeholder relationships.
  • Serve as the internal champion and voice of brand customers/end consumers regarding business objectives and KPIs.

Business Understanding and Presentation:

  • Build a deep understanding of each brand customers’ dynamics, channels, and end-customer behavior.
  • Develop and present compelling narratives based on analytics and insights for internal and external stakeholders.

Qualifications:

  • 2+ years experience in retail leadership, B2B customer-facing role(s) in technology/software/SaaS, agency services, or platform businesses
  • Track record of success in building relationships with client/customer personnel with external executives, and driving account growth via renewals and upselling
  • Strong organizational and project management skills with ability to multi-task and work within a dynamic and fast-paced environment
  • Strong client service orientation and interpersonal/communication skills
  • Proficient analytical and critical thinking skills with the ability to use data, insights & trends to drive action
  • Ability to juggle competing priorities and optimize available work time accordingly 
  • Seeks to create systematic solutions to problems (i.e. creating new processes and protocols) 
  • Collaborative working style and strong teamwork skills
  • Knowledge and passion for consumer brands, retail and ecommerce are a plus
  • Interest in joining a fun, fast-paced early stage start-up

Outcomes & measures of success:

  • Successfully manage and retain brand customers on the Leap platform (onboarding, adoption of platform tools/systems, project management, account level sales and profitability, customer NPS, etc.)
  • Grow brand customer account value through store footprint expansion via the platform
  • Drive brand satisfaction across the platform 
  • Successful delivery of on time and on budget projects/tasks pertaining to brand/store performance and other operational workstreams

Salary range: $95,000-$115,000 (+ bonus and commission eligible) 

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Confirmed 9 hours ago. Posted 30+ days ago.

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