EMEA Customer Success Manager

Job Description

Mobify is looking for an EMEA Customer Success Manager to join our team! Our Customer Success Team is responsible for the success, advocacy and retention of our customers. As the lead responsible for the book of business in EMEA, you’ll be a strategic consultant, a trusted advisor and steward of the customer relationship. The Customer Success Manager owns identifying and understanding customer needs and objectives and articulating the role Mobify plays in the customer’s digital architecture. The CSM then ensures alignment of this vision with the customer and our internal teams to ensure they maximize their investment in our platform. As the customer voice, you'll be instrumental in shaping the product roadmap and ensuring customer feedback informs our development. Mobify’s front-end platform allows our customers to deliver premium digital experiences quickly, reliably, and safely. We enable retailers and brands with the agility to be customer-first and iterate on the experiences that directly impact their customer while having confidence in the structure of their backend architecture to best meet those needs. It is an exciting time to be involved in ecommerce as we build a path together with our customers to improve the shopper experience through a headless architecture and deliver a solid return on investment.

What You'll Get To Do

• Be a strategic partner for Executives at global brands, key to the development and success of their digital strategy
• Facilitate and work closely with system integrators and Mobify Partner Onboarding and Enablement teams to ensure high quality project launches, maintenance and shared successes for all customers
• Collaborate on detailed digital roadmaps with clearly defined roles and responsibilities to ensure we are aligned on expectations, matching goals to platform features, and ensuring proper use of the Mobify platform to maximize ROI
• Engage and build customer advocates that can leverage their stories for Mobify’s marketing efforts to drive growth in the organization and change the way in which we can sell our platform
• Assist with the on-boarding of customers onto Mobify’s platform and ensure future feature adoption
• Represent Mobify by leading strategic discussions and translating data into actionable insights during executive business reviews and post-launch milestones
• Understand each customer’s contract to proactively manage renewals and identify upsell opportunities
• Act as an escalation point for customers coordinating Mobify stakeholders across product engineering, design, quality assurance, insights & onboarding teams to deliver on promises
• Occasionally participate at the front lines of events and conferences to be the face of Mobify with prospects and existing customers

Who You Are

• You have at least 5 years experience in a customer success management, client-facing project management or account management role, ideally with a SaaS company, agency or consulting company
• You're an excellent communicator and strong presenter no matter the medium - in-person, on the phone, or through a web call
• You have strong interpersonal and communication skills and the ability to build trusted relationships with all levels of staff and external contacts
• You're meticulous, and highly organized (you love to track everything!)
• You have strong leadership skills and are resilient and open to finding creative solutions when needed
• You're comfortable negotiating with customers and internal stakeholders, providing customer context and ensuring needs are met while balancing company and partner priorities
• You are a self-starter willing to do what is necessary to deliver on expectations
• You are able to deal with complex and ambiguous situations and thrive charting new paths
• You are comfortable working across timezones, traveling to customers, and being a part of a remote team

Bonus

• You have experience working with Google Analytics and Adobe and a proven aptitude with creative analysis and distilling the story from a set of data
• You have experience in Omni-channel or eCommerce retailing, either in a consulting role or working directly for a retailer
• You have a technical background
• You have experience or knowledge of frontend platforms and are familiar with the players in a headless architecture landscape
• You have previous experience working for a technology company, ideally using a SaaS model
• You live in London and are fluent in German, French and/or Spanish

About Us At Mobify, our mission is to help retailers and brands deliver amazing commerce experiences to everyone. We love coming to work every day because of the people who surround us. Our friendly and supportive environment ensures that everyone feels welcome and all voices are heard . Mobify is an equal opportunity employer and encourages people of all backgrounds and experience levels to apply. Apply for this job