About Feedonomics - A Remote-First Company
Have you ever wondered how companies list their products on Amazon? Or how Google knows which products are in stock in a store near you? How about how your order gets to your door when you buy from a third-party merchant on Amazon? That’s where Feedonomics comes in!
As a leading product feed management platform, Feedonomics works with agencies, brands, and retailers to optimize and list products on the top ecommerce shopping destinations around the world.
What makes us different from other SaaS companies in the space?
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We manage everything from onboarding to ongoing feed maintenance for our clients, enabling them to expand their ecommerce business more efficiently.Since its inception in 2014, Feedonomics has developed an incredible reputation for our full-service approach to feed management, our inclusive culture, and our industry-leading technology. With principles that go beyond optics, Feedonomics looks to deliver the same people-first strategy internally as we do externally.
The Role
Feedonomics is seeking a Director, Customer Success to lead our global Customer Success team, reporting directly to the SVP of Sales & Partnerships. As the Director of Customer Success you will be responsible for managing the global program and team focused on helping manage and grow Feedonomics existing Customers, inclusive of merchants, agencies and technology companies, in order to drive growth (upsell) and retention (net retained revenue).
The team of individual contributors that you manage will support Feedonomics existing customers in the areas of presale relations, post- sale (up/cross sell) opportunities, client relationship management, client happiness and retention. The CSM team will elevate sales opportunities that may be the result of the relationship(s) built, leading to increased MRR and client retention. In this role, you will manage the team that builds client loyalty by assisting clients in identifying their business strengths and motivating them to reach their business goals through Feedonomics platform and programs (consult, partnerships, etc.) and then customizing offerings to ensure clients are yielding the best commercial constructs and services at Feedonomics to meet their needs.
The Director of CS and their team will partner closely with our Revenue leadership (VP of Sales, VP of BD, Sr. Director of Partnerships, Director of Sales Ops and Account Executives and Account Directors) to identify client needs and help Feedonomics satisfy those needs in a cost effective and timely manner.
The Director of CS will be responsible for the delivery against strategic Revenue objectives, set by the SVP of Sales & Partnerships. The key metrics include:
- Increased Net Revenue Retention of Feedonomics Customers via increased Upsell and decreased attrition
- Increased utilization of Feedonomics Programs and Services among Feedonomics global customers
- Increased NPS Score
The Responsibilities
- Create strategy for, and manage the day-to-day retention and growth program for existing Feedonomics customers, inclusive of a global NPS program and FARI (Feedonomics Attrition Risk Index) program
- Drive retention, expansion and segmentation of revenue among our customers by providing a strategic touchpoint framework (for both strategic and longtail customer accounts) to ensure customers are taking advantage of existing and new Feedonomics programs and partnerships to drive their growth via Feedonomics technology, tools and services
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Develop and manage programs that promote the CS team’s collaboration with Feedonomics Sales, Partnerships and Marketing team, inclusive of content and cadence, to drive client engagement, loyalty and advocacy. This includes:
- Planning and execution of Monthly account reviews, quarterly business reviews, annual events and customer enablement sessions (webinars etc)
- Acquire testimonials, case studies, and logos from satisfied clients, ensuring that all assigned accounts are engaged in accordance with our established requirements
- Provide mentoring and coaching to Managers on the team
- Provide specific data and analysis of product defects and customer requested features to our Product and Engineering teams and ensure they are addressed in our roadmap
- Ensure clarity around priorities and goals for all teams within scope; create or modify policies and procedures as necessary
- Work closely with all teams to advocate on behalf of our customers, and ensure their wants and needs for our products and services are continuously communicated
- Regularly gather and present data as it pertains to the health of the organization and speak to any improvements or changes necessary, as well as utilizing this data to help guide initiatives
- Manage and execute a Feedonomics NPS program with cross functional leadership
- Act as point of escalation for high priority cases/clients, and strategic partnerships
- Work with key stakeholders to develop and evolve hiring, training, and employee reward and development strategies with an emphasis on employee retention and career growth while meeting or beating operational budget targets
- Monitor and measure key performance indicators, identify areas that require improvement and implement corrective action
- Manage contractor teams and relationships as necessary
The Requirements
- 10+ years experience leading customer success or account management teams in a global, 24x7 environment
- 4+ years of experience as a people manager or in a team lead role
- Thorough understanding of and belief in the intrinsic value of providing exceptional customer service and the impact that has on conversion, retention, and driving Net Retained Revenue, ARPU, CSAT and NPS scores
- Proficiency with contact center, ticketing and CRM technologies to ensure seamless Customer Success management across a global cross-functional organization (Zoho, Salesforce, Confluence, Jira, Monday.com, Workforce management tools)
- Ability to strategically consult with Executive Client Stakeholders in order to define a joint strategy to help them achieve their strategic objectives leveraging Feedonomics technology, features, services and partners
- Able to personally handle escalated client calls, complex tickets, and/or chats when situations dictate that you get involved in resolving issues
- Strong collaboration, negotiation and ability to drive consensus with key business partners: Sales, Learning & Development, PMO, Operations, engineering/product teams
- Experience in developing operational reports and analysis
- Strong behavioral coaching style with emphasis on time management, personal accountability, and objective-based career growth
- Superior knowledge of the commerce ecosystem and enterprise merchant and agency use cases to manage global omnichannel commerce programs
- Experience with management of email, phone, ticket, and chat queues
- Background with Operational Excellence best practices, with Six Sigma or similar certification, preferred
- Embracing our Legacy Principles and ensuring all actions and decisions align with such principles
- Bachelor's degree (BA/BS) from a four-year college or university is required
- Available and willing to travel as needed, likely 2+ trips per quarter
What's in it for you?
- Remote work set-up
- Competitive pay
- Unlimited PTO for salaried positions and up to three weeks for hourly employees
- Medical, dental, vision (VSP) insurance, HSA, FSA, life insurance, and more
- Monthly half-day Fridays (yes, really!)
- 401K retirement plans
- Family benefits, such as parental leave, transition benefits for new parents, newborn sick leave, adoption assistance, pet insurance, and more
- Internal Feedonomics skill certifications
- Virtual and in-person team events
- FeedoFUNds, a dedicated budget to foster and build relationships across the company for team events
- Employee Resource Groups (ERG)
- Referral bonus program
Here at Feedonomics, we believe in giving back to our employees as well as the community by engaging in philanthropic events and providing days off to volunteer. We are also committed to our employees' well-being by offering employee assistance programs, access to a wellness app, and diversity and inclusion resource groups.
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