We've reached an agreement to join Shopify 🚀 Our next chapter

Manager of Customer Success & Engagement

Our Mission:

Large marketplaces like Amazon have trained us to expect products delivered to our doorsteps within 1-2 days at no extra cost.  As a result, millions of sellers on other marketplaces are falling behind, unable to cost-effectively deliver products to their customers.  Our mission is to transform the $8-12T fragmented and outdated logistics industry and build an intelligent, asset-lite network that enables any online seller to offer fast affordable fulfillment.

Our Team:

How we arrived at Deliverr is different — we are violinists, economists, ex-consultants, journalists, and more.  What unites us together is the Deliverr factor: a bias for action, curiosity, and entrepreneurial ownership.  We're looking for intelligent, driven, and passionate people to help make our vision a reality.  We’re based in the heart of San Francisco and building teams around the globe — backed by leading Silicon Valley venture capital firms.  If you are excited about joining a people-first company that is driven to power the future of online retail, — we're looking for you.  Are you ready?

The Role:

As the Manager of the Customer Success & Engagement team, you’ll be a critical part of our revenue organization and report directly to our VP of Sales. You’ll play a significant role in refining our strategy and playbook for customer success, focusing on retention and increasing revenue within our top 20% of customers. We’re Merchant obsessed and understand that happy customers lead to tighter and more extensive partnerships.

 

What you'll do:

  • Be directly responsible for revenue growth and customer retention results for the CSE team, who are managing the top 20% of revenue-producing customers
  • Attract, recruit, and retain top talent
  • Motivate, inspire and hold team members accountable to metrics that are aligned to company success, such as regular QBR touchpoints
  • Strategically execute on ideas to track the right metrics that will drive Merchant success (i.e., NPS, CSAT) as well as drive growth
  • Partner with CSEs to help strategize, manage and upsell opportunities within accounts of all sizes. 
  • Be strategic enough to build a team and tactical enough to execute on a day-to-day basis
  • Engage with customers at the C Level in Mid-market and Enterprise organizations.
  • Work cross-functionally with leads in other departments to maximize the effectiveness of Deliverr’s product offerings
  • Execute our go-to-market strategy that drives repeatable success in Deliverr’s core categories
  • Use data to inform investment decisions on territory planning and compensation design.
  • Lead a forecast and pipeline management process with your team that fosters a culture of accountability and rewards while giving the business the transparency to plan for the future 

 

What we’re looking for:

  • 3+ years of sales or customer success management experience preferred, with an emphasis on managing large, complex customers and solutions
  • 4+ years of closing experience or customer success management in a solution selling type of sale where multiple stakeholders are involved and ROI needs to be proven
  • Excellent organization and ability to manage multiple tasks and people
  • Leads by example and owns all results of their team.
  • Have a customer-centric focus 
  • Strong technical knowledge of ERPs and channel integration tools like Netsuite is preferred
  • High Emotional Intelligence (EQ) and passion for coaching others
  • Excellent knowledge and understanding of eCommerce direct-to-consumer sites like Shopify and BigCommerce. Some knowledge of multi-channel online retail such as eBay, Amazon, and Walmart would be a plus.

 

Deliverr is featured in LinkedIn's 2020 Top Startups List!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, gender identity, sexual orientation, age, marital status, veteran status, disability status or any other legally protected status. Deliverr is committed to providing reasonable accommodations for candidates with disabilities through the hiring process.

Comprehensive benefits for hard working teams.

You’ll have a tough challenge to tackle, so we make sure you’re covered!

Vacations
Catered Meals
Healthcare
401k Plan
Commuter Benefits
Gym Benefits

Application for Manager of Customer Success & Engagement submitted!

Application for Manager of Customer Success & Engagement

Remote, US

General Information

First Name is required

Last Name is required

Phone is required

Resume

Enter Text

Resume or text is required

Cover Letter

Enter Text

Web

Anything else to add?