Senior Customer Success Manager

Join us on our journey. Apply with a copy of your resume and a covering note.
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Senior Customer Success Manager

Join us on our journey. Apply with a copy of your resume and a covering note.

Senior Customer Success Manager

    • Remote (Located East Coast – some travel to Miami office may be required).

Description:

Knexus visual commerce platform automatically delivers personalized & shoppable influencer, UGC & brand content to the right customer at the key moment – giving shoppers the confidence to purchase.

Knexus works with global brands such as Acuvue, Aveeno, Johnson’s Baby, Lenovo & Zyrtec. 

Knexus is transitioning from late stage start-up to scale up, so this is a great opportunity for someone looking to build successful relationships with leading brands in the super hot digital commerce space, with huge growth potential.

Your primary role will include onboarding new customers to Knexus platform, managing and building the working relationship ongoing, ensuring the platform delivers performance uplift that meets or exceeds customer expectations, plus growing MRR/ARR by securing annual renewals and building cross sell/upsell revenues.

You’ll collaborate closely with the Business Development team who will support you to close cross sell and up sell opportunities.  

Your customers will be primarily senior ecommerce or brand managers in mid market or enterprise brands.

Key Responsibilities:

  • Onboard new clients on the Knexus Platform – ID, capture & document client requirements and effectively manage both client expectations and the Knexus Product Development & Delivery team resources to ensure successful, high quality delivery within agreed deadlines
  • Develop trusted advisor relationships with clients (brands)
  • Maintain & extend Knexus reputation for delivering a very agile & responsive service around Knexus platform
  • Conduct weekly/monthly/quarterly review meetings with clients, delivering data driven insights that optimise the value for brands (work closely with Knexus Optimization team)
  • Ensure clients achieve maximum performance uplift from Knexus Platform
  • Proactively monitor and report on client health
  • Manage successful client renewals
  • Create effective account plans to meet / exceed up-sell & renewal targets
  • Grow awareness of and interest in Knexus tech through proactive education and demonstrations
  • Collaborate with Business Development colleagues to successfully close upsell & cross sell opportunities
  • Support the Product Manager to convert market (client/partner/industry) requirements into product features/offerings
  • Proactively develop customer advocacy for Knexus platform eg. secure customer endorsements, case studies, participation in events 
  • Partake in business & partner (where applicable) events e.g. webinars and events
  • Be the custodian and voice of the customer within Knexus

Skills Required:

  • 5+  years experience in Customer Success or Account Management
  • Strong project management skills working with both business and technical teams
  • Great listening and relationship building skills
  • Commercial mindset & acumen to ensure clients are getting a strong ROI & to identify account growth opportunities
  • Consultative, “customer first” mentality 
  • Sound understanding of technology fundamentals related to customer data, digital content & digital channels
  • SaaS or Enterprise software experience 
  • Confident in delivering presentations and training
  • Ability & desire to take ownership, lead, influence and negotiate
  • Proven ability to work independently, be self-motivated and driven towards success
  • Highly organized & proactive; able to juggle multiple projects / tasks simultaneously
  • Excellent communications, both written and verbal, both for customers and internal delivery resources 
  • Bachelor’s Degree

Benefits Package:

Salary + commission (according to experience) 

Interested in joining the Knexus Team:

Send a copy of your resume and a covering note. If there’s a good fit, we’ll look forward to talking!