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Who are we looking for?

At Elevar, Customer Success Managers manage the onboarding, activation, and ongoing usage of Elevar and the new tracking solutions provided for our direct-to-consumer brands like Vuori, Thrive Causemetics, and Bulletproof coffee.

We also have a team of technical analysts that our customer success team partner with on a daily basis to ensure our customers tracking challenges are solved and remain near 100% accuracy.

The Elevar Team is looking for an incredibly high performing person who can join our team to help our customers maximize their value out of the Elevar platform.

This Role Is For You If..

• You're willing to learn new skills and adapt to changes
• You consider yourself tech-savvy and efficient with SaaS applications
• You're always thinking about the customer first and taking the initiative to fix the root cause of customer support issues.
• You have an entrepreneurial spirit: we are a small, agile team that constantly improves processes
• You would describe yourself as a patient, empathetic, and having a good sense of humor
• You’re independent, self-motivated, and can stay efficient and productive without someone looking over your shoulder all day long
• You're comfortable with the digital marketing/e-commerce environment and you are used to making data-driven decisions
• You are capable of seeing the bigger picture, and you are not afraid to embrace transformation trough change

What You'll Need

• Self-motivated and proactive mindset.
• Detail-oriented with strengths n data analysis
• 4+ years of SaaS B2B experience in a customer-facing success role (Customer Success, Support, or Account Management).
• Experience navigating and influencing Enterprise customers, C-level executives in the digital marketing/e-commerce ecosystem
• OR
• Ability to build relationships with key stakeholders to identify opportunities for stronger, long-lasting partnerships.

• Ability to identify gaps in processes and quickly propose sustainable and scalable solutions
• Strong presentation creating and delivery skills and ability to establish credibility with customer stakeholders
• Exceptional multi-tasking and context-switching capabilities
• Strong collaboration and communication skills
• Measurement, reporting, and other data analytics skills
• Experience in working in a startup environment
• The desire for committing to over-delivering and following up with customers to make sure they’re successful

Requirements

What will you do?

When sales sell the product, that's the initial sale. After that, the CSM sells the product every single month.

• Your #1 priority is helping our customers be successful with our product & ultimately their business. This includes getting each customer successfully setup (by collaborating with team or automated outreaches) and activated within their first 90 days of being an Elevar customer
• You'll be responsible for the retention by combatting churn and expansion KPIs at Elevar, including: activation rate, retention rate, 6 star experiences, and time to completion for ongoing support
• Engaging new customers proactively to make sure they are on the road to success with Elevar
• Becoming a keen, passionate expert in all things related to analytics, Shopify, conversion optimization, and customer success
• Compiling product feedback and ideas to help our product and engineering team continue to improve our platform
• Collaborate with our product team to build a better Elevar. Our most important clients' feedback is very important for us - you'll help us translate their feedback into feature requests.
• You'll use your learnings to produce case studies and develop new marketing use cases.

• Help move Customer Success big rock projects forward alongside our Customer Support Manager
• Follow all of Elevar’s processes and guidelines around client management and tracking implementations and best practices.
• Owning the entire customer lifecycle starting with the sales hand-off point, up until the renewal and beyond that
• Cross functionally develop strategic plans with customer-facing teams to ensure customer expectations are exceeded and aligned
• Monitoring and measuring customer health and proactively mitigating risk

Must Have Experience with...

• Experience in a SaaS B2B eCommerce or Digital Marketing startup
• Experience conducting successful sales or marketing campaigns
• Experience with Hubspot

Benefits

What we offer

• Competitive salary & bonus
• $2,500 onboarding stipend for home office plus $1K per year home office annually
• 100% health, vision, dental coverage
• Unlimited vacation policy and flexible working hours - good work-life balance goes a long way.
• A hard-working and dedicated team that is fun to work with.
• Annual retreat (even if remote)