Customer Success Manager (3D/Ar Commerce)

Vertebrae Los Angeles , CA 90001

Posted 1 week ago

Vertebraes end-to-end solutions empower brands and retailers to create, manage, distribute, and optimize 3D & AR (augmented reality) commerce experiences. We are driven by a passion for immersive media and a desire to make it more accessible to everyone, and are looking for a rockstar Customer Success Manager to help our customers realize value by enabling this powerful new medium quickly and efficiently everywhere their consumers shop.

The Role:

The Customer Success Manager is an integral part of our customers success. Ultimately responsible for the customers integration and operational usage of the Vertebrae 3D/AR Axis platform, the CSM manages all implementation activities necessary to meet the customers platform agreement, maintains consistent and ongoing communication throughout the customer lifecycle, and supports customers in their efforts to optimize consumer experiences. This role requires a mix of technical and business acumen. Enterprise ecommerce and startup experience is not required but preferred. Experience in emerging media (3D/AR), project management, and/or customer insights is a bonus.

The CSM will focus on the following:

  • Customer Success
    • Manage the majority of the day to day customer communications
    • Shape and deliver various projects that exceed the expectations of our customers
    • Contribute to the ultimate success of our customers, driving engagement, product adoption, retention, and growth
    • Serve as a customer advocate internally while effectively collaborating with internal, cross-functional teams including product management, sales, marketing, and engineering
    • Support the customer planning process, build and foster unbreakable customer relationships, and wow our customers with world-class service
  • Implementation & Delivery
    • Own and project manage the customer onboarding and implementation process, as you will play a critical role in setting up our new customers for a successful journey
    • Understand and advocate for the customers requirements and operating cadence
    • Promote the Vertebrae process standard operating procedures, key inputs, product evolution cycles, and data inputs
  • Analytics
    • Understand and assist in defining the customers KPIs and success metrics
    • Package and deliver customer ROI / performance reports and aid in the creation and delivery of quarterly business reviews
  • 3D/AR Understanding/Excitement
    • Understand customer needs and 3D/AR solutions
    • Foster passion for 3D and AR commerce experiences both internally and customer-facing

Requirements

  • Bachelor's degree (B.A.) from an accredited college or university
  • 1-3 years in a customer-facing role as a Customer Success, Account, or Implementation/Onboarding Manager for an enterprise SaaS product
  • Demonstrated success partnering with cross-functional teams on technical projects
  • Excellent communication and project management skills, and the ability to succeed in a fast-paced, startup environment
  • Proactive, collaborative, detail-oriented, well-organized, and flexible
  • Passionate about supporting and transforming customers experiences, a customer-first mentality

Nice to Haves:

  • Experience in or working with 3D/AR in the mobile ecosystem
  • Experience managing and/or working closely with other post-sales functions such as Solutions Engineer, Solutions Architect, or Support roles

Benefits

  • Snacks + Beverages
  • Unlimited Vacation (discretionary)
  • Catered lunches every Tue + Thu
  • Beer Club/Game Night every other week
  • BYOD policy
  • Wellness policy
  • 100% covered Health Insurance
  • 401k

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Customer Success Manager (3D/Ar Commerce)

Vertebrae