Customer Success Manager

COMPANY OVERVIEW

Amla Commerce is a global software company that has grown out of the belief that ecommerce software should enable sustainable growth. Amla has two products, Artifi and Znode. Artifi is an ecommerce product customization platform that allows shoppers to personalize, customize, and configure products. Znode is an enterprise, B2B ecommerce platform with a rich set of built-in features to easily manage content, site search, product information, and multi-store functionality.

At Amla, we are building something special. Awesome ecommerce software and a great place to be yourself. We put passion into our work but enjoy cracking jokes along the way. Our teams tackle complex challenges and work together to create innovative solutions, and we celebrate every little victory along the way. If you’re ready to tackle opportunities that will help grow your career while joining a team that’s more like a family, Amla is waiting for you.

JOB SUMMARY

Amla Commerce seeks a dedicated Customer Success Manager (CSM) with a strategic vision and a customer-first mindset to join our dynamic team. This role is pivotal in ensuring that our customers leverage our SaaS software to its fullest potential, through personalized onboarding, strategic account management, and continuous engagement. The CSM is a trusted advisor to our customers and an expert on our products and technology. The CSM will play a customer advocate role within the organization by collaborating with the product team and other departments by providing use-cases, and product and process improvements. The ideal candidate will have at least 5 years of experience in customer success or account management, preferably within the ecommerce SaaS industry, and possess a deep understanding of the ecommerce landscape, digital app ecosystem, and the nuances of manufacturing and distribution business models.

KEY RESPONSIBILITIES

• Customer Implementation Leadership: Collaborate with the launch and partner teams during the onboarding phase ensuring the product is configured for success, and provide expert-level consulting for business solutions.
• Product Expert: Be a product expert and maintain current functional and technical knowledge of our products.
• Portfolio Management: Manage a portfolio of customer accounts in partnership with the Account Management and Product Support teams. Build long-term relationships based on trust and mutual success.
• Customer Advocate: Be the voice of the customer and collaborate with product teams to provide input on the product roadmaps. Engage with the product team to facilitate customer feedback and define effective product features. 
• Industry Acumen: Display a strong understanding of manufacturing and distribution business models, the ecommerce landscape, and the digital app ecosystem. Address and anticipate customer needs effectively.
• Customer Retention and Growth: Prioritize customer retention by using business insights to identify customer pain points and propose solutions. Work closely with customers to understand their business goals and align our software with their success.
• Success Planning and Implementation: Develop success plans for customers that outline critical success factors, potential obstacles, and practical steps for achieving their goals with our platform.
• Performance Analysis and Feedback Loop: Utilize data analytics to monitor customer health indicators, report on performance, and provide strategic recommendations to enhance customer satisfaction and loyalty.
• Business Insight and Strategy: Leverage your understanding of ecommerce and related technologies to offer strategic advice, helping customers navigate challenges and capitalize on growth opportunities. Assist customers in presenting product value within their organization by developing models and use-cases. 
• Teamwork & Growth: Participate in the growth and development of the Customer Success team by mentoring other CSMs through examples and experiences.