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Head of Customer Success

Role Overview:

Given our business model, where our customers pay us over time, Customer Success is vital to merchant value and to LimeSpot’s growth. We will not be successful unless our customers feel they are receiving outsized value from our service.  

You will be starting from a strong base. We have a reputation for the highest quality support in our market - our 4.8* rating in the Shopify app store is heavily weighted towards the support experience – and are looking for a customer-centric leader to expand those experiences and build long-term relationships with our clients. 

Customer Success in our world encompasses both dedicated account management for contract customers and 24/7 chat and email support for smaller merchants. Your breadth of responsibilities will include both life cycle activities (e.g., onboarding, education, support, services, adoption, and advocacy, etc.) and outcomes (e.g., trial conversion, account retention, new product adoption, etc.). 

You will report to the CEO and will collaborate closely with other functions, most notably sales, product, and engineering. The ideal candidate is someone with strong collaboration, a history of successfully managing remote teams, and excellent written and verbal communication skills. 

This is a unique career opportunity to join a rising company and bring new transformative solutions to online retailers across the globe. 

Key Responsibilities:
  • Become a LimeSpot product expert 
  • Drive Customer Success Outcomes 
- Increase retention and reduce churn 
- Work with Sales to drive upsells of our product suite 
- Influence future lifetime value through higher product adoption, customer satisfaction, and overall health scores 
- Establish and manage metrics

  • Define and Optimize Customer Lifecycle 
- Develop listening points in journey (e.g., usage, satisfaction, etc.) 
- Standardize interventions for each point in journey 
- Define segmentation of customer base and varying strategies 
- Identify opportunities for continuous improvement

  • Manage Customer Success Activities 
- Onboarding experiences 
- Account management 
- Customer Support 
- Customer Success Management 
- Renewals 
- Advocacy 

  • Apply industry best practices 
  • Manage, grow, and evolve the role of customer success at LimeSpot 
  • Foster collaboration within team and across customer lifecycle 
  • Attract and hire high potential individual contributors into team 
  • Be the voice of the customer in LimeSpot meetings by providing customer feedback to the appropriate teams 

 

About You:
  • 5-7+ years of contributing to, building, and leading high-performing customer success teams 
  • Deep passion for customers 
  • Strong communication and interpersonal skills in building and maintaining customer relationships 
  • Strong empathy for customers combined with passion for revenue and growth 
  • Deep understanding of the success cycle for SaaS businesses 
  • Analytical and process-oriented mindset 
  • Demonstrated desire for continuous learning and improvement 
  • Enthusiastic and creative leader with the ability to inspire others 
  • Excellent communication and presentation skills 
  • Bachelor’s degree or equivalent; MBA or advanced degree preferred 
  • Basic understanding of HTML and CSS 
  • Experience with HubSpot and Intercom, or comparable platforms 
  • Retail or ecommerce experience a plus 
  • Startup DNA is a must


About LimeSpot

LimeSpot is the leading provider in ecommerce merchandising. As the market leader in merchandising technology, we are democratizing retail, by bringing an Amazon-caliber AI data stack to small and mid-market retailers, to improve the economics of their businesses. Our products help brands attract, retain, and convert the right customers, convert them once on site, and keep them engaged. We currently power more than 7,500 Shopify and Big Commerce stores globally. Using our AI ecommerce customers achieve an average 2-6+X increase in conversion and 20-28% increase in revenue.   

We are building the future of the online buying experience. As a start-up, we aim for yearly double-digit growth that opens many opportunities. We want people who thrive in a fast-paced, performance-driven company, who are not afraid to stretch themselves in a fun environment and focus on impact and growth. 

APPLY FOR THIS POSITION
Benefits:
  • High impact role in high growth organization 
  • Competitive Salary and stock options 
  • Open Vacation Policy 
  • Medical, Dental and Vision  
  • 401k