Who We Are

Narvar offers an enterprise SaaS platform that helps leading brands and retailers build lifelong relationships with their customers beyond the “buy” button. More than 300 leading retailers worldwide–including Anthropologie, Bonobos, Nordstrom, and Sephora – use Narvar's shipment, tracking, returns, and analytics products to transform their customers' post-purchase experiences.

What we’re looking for

The Senior Customer Success Manager will build and nurture collaborative relationships with leading retail industry brands to drive strong user adoption, customer satisfaction and exceptional retention rates for Narvar’s solutions.  You will work with new and existing clients to ensure they are extremely successful and delighted by their overall Narvar experience.  You will be accountable to work with your clients proactively to drive strategic value, expand solution adoption, and recommend best practices to optimize their post-purchase experience. You will also be responsible for driving the renewal process and identifying opportunities for growth within your client.   

As a Senior Customer Success Manager, you will deeply understand the customer’s goals and use cases.  You will become their trusted partner so they stay with and expand their Narvar relationship.  You will become an expert in the retail post-purchase experience and will develop a passionate understanding of Narvar’s products.  With enthusiasm and clarity, you will coach and educate our clients about how they can best leverage Narvar to improve their business results and customer experiences.  Our clients include the most iconic retail brands in the world and they expect the highest level of professionalism, expertise and value.

Responsibilities

  • Become proficient in industry best practices related to the post-purchase experience at leading retailers
  • Manage post-sale activity for Narvar clients through relationship building, product knowledge and execution
  • Ensure that a clearly defined success plan is in place to expand product adoption and grow the relationship
  • Increase retention and revenue growth rates by conducting regular check-in calls, QBRs, and health checks
  • Track account health to identify churn risk and work proactively to eliminate that risk
  • Execute win/win renewal negotiations to maximize contract value while protecting client relationships
  • Function as a Voice of the Customer and provide feedback about how Narvar can better serve our clients
  • Provide insightful, relevant coaching and education to improve adoption of and results from Narvar solutions
  • Build value based relationship with clients to ensure alignment against key goals at all organizational levels
  • Turn successful clients into advocates as measured by engagement in prospect calls and case studies
  • Track, manage and drive resolution of escalations with appropriate client and internal resources
  • Partner with Sales to ensure renewal and expansion opportunities are identified and closed successfully
  • Contribute to scalability of the Success team with documentation, process optimization and cross-training
  • Develop industry leading processes and best practices for delivering Customer Success at Narvar

Qualifications

  • Minimum 3 years of experience as Account Manager or Customer Success Manager at a SaaS company
  • Experience working with demanding enterprise size accounts to solve challenging business problems
  • Demonstrated ability to lead VP-level discussions and conduct impactful and insightful business reviews
  • Executed win/win negotiating strategies to maximize renewal value while enhancing customer relationships
  • Knowledge of one of the following domains is a plus: Retail, E-Commerce, Supply Chain, Logistics
  • Ability to successfully work on multiple accounts simultaneously with meticulous attention to detail
  • Ability to influence Product, Success, Support and Sales teams to get things done for your clients
  • Comfortable in a fast-paced environment that requires strong time-management and prioritization skills
  • Executive level interpersonal, project management, communication and problem solving skills
  • Client facing skills that radiate enthusiasm, high energy, poise, confidence and professionalism
  • Demonstrates ability to listen carefully to truly understand client needs and concerns
  • Relevant experience monitoring project progress and taking corrective action to ensure goals are met
  • Ability to easily articulate the value proposition of technology platforms to meet client needs
  • Ability to work with both technical and business stakeholders
  • BA/BS required.

What we offer

  • Competitive salary 
  • Free, daily catered lunches
  • Commuter benefits 
  • Company outings
  • Casual dress code
  • Open vacation policy
  • Get in on the ground floor of a huge opportunity

 

Apply for this Job
* Required
File   X
File   X


Share this job: