Customer Success Manager

Founded in 2010, JOOR now services more than 14,000 brands and over 600,000 buyers across 150 countries, processing an incredible $1.7B in wholesale transaction volume each month. Backed by Macquarie Group, Battery Ventures, Canaan Partners & ITOCHU, JOOR is a Series D start-up that provides the world's most recognized brands and retailers with a digital wholesale management platform that transforms the way these businesses work.

With a CEO recently named a Glossy 50 "Changemaker in the Fashion Industry" and inducted into Forbes' "50 Over 50" 2022 class, JOOR is attracting top talent to drive market dominance. With our team of 150+ experts, we maintain an established global presence with employees in key markets in North America, Europe and APAC.

• Develop a trusted advisor relationship with customers, ensuring all activities are closely aligned with the client’s business case and business strategy

• Establish and oversee the customer's adoption, training and development of best practices to continually drive incremental value and return on the customer's investment

• Understand and assess customer requirements, level of adoption of the service and corporate structure as it applies to JOOR roll out and adoption

• Foster a sense of urgency, professionalism and execution that establishes a new level of expected customer service performance

• Be an advocate for client feature requests and work cross functionally with our Product, QA and Data team to help move projects forward

• Drive increased engagement for new and existing customers

• Strategize and identify how the team can increase renewal rates and keep our churn rate near zero

• Strategically expand our revenue in accounts through cross-sell and upsell

• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores

• Drive new business growth through greater advocacy and reference ability

• 2+ years of experience managing accounts or owning a book of business required

• Experience in fashion wholesale and or using JOOR is a plus

• 3-5 years of relevant work experience in SaaS, Account Management or Strategy Consulting preferred

• Excellent presentation, written, and oral communication skills

• Strong negotiation and sales skills

• Experience collaborating with cross-functional teams a plus

• A proactive, consultative account manager

• An ability to handle difficult upselling and reselling conversations

• A scrappy go-getter