Senior, Upmarket Customer Success Manager - Toronto - Yotpo

    Yotpo
    Yotpo Toronto

    1 week ago

    Full time
    Description

    Overview

    Yotpo is leading the next era of trust and loyalty in eCommerce. With AI-powered Reviews and Loyalty solutions, we help brands turn browsers into customers and customers into advocates. Through deep integrations across the eCommerce ecosystem and the trust of over 30,000 global brands, Yotpo delivers seamless omnichannel experiences that increase conversion, strengthen customer relationships, and drive profitable, long-term growth.

    We're looking for a strategic and experienced Customer Success Manager to join our Upmarket team and lead relationships with some of the world's most recognized eCommerce brands. In this role, you'll act as a trusted advisor—owning relationships end-to-end, driving measurable business outcomes, and ensuring customers achieve success and growth across Yotpo's platform.

    Responsibilities

    • Own customer relationships post-onboarding through renewal, developing success plans that align with business goals and measurable outcomes
    • Deliver a true consultant perspective in every interaction—creating tailored strategies based on each customer's goals, challenges, and opportunities
    • Partner closely with Account Managers to drive retention, expansion, and accurate revenue forecasting
    • Proactively track adoption and performance metrics, managing risk through regular engagement and leading resolution strategies when challenges arise.
    • Lead strategic QBRs and executive-level conversations that align Yotpo's roadmap to customer objectives.
    • Build and maintain strong, multi-threaded relationships with stakeholders across enterprise organizations, from day-to-day operators to C-suite executives.
    • Collaborate cross-functionally across global teams with Product, Sales, Marketing, and R&D to deliver a seamless, high-impact customer experience.
    • Independently pilots client escalations, framing issues constructively, and aligning stakeholders on resolution paths.
    • Advocate for customer needs internally, influencing product innovation and roadmap priorities. Ability to translate complex customer needs into actionable solutions for our product and engineering teams.
    • Develop and maintain a deep understanding of Yotpo's products and the broader marketing landscape, staying ahead of industry trends and best practices.

    About You

    • 5-7 years of CS or Account Management experience required (ideally from a MarTech company)
    • A strategic advisor skilled in managing complex customer relationships and engaging C-suite leaders.
    • Analytical and data-driven, using insights to measure performance and demonstrate business impact.
    • Commercially savvy, with a strong understanding of renewal, retention, and expansion levers.
    • Collaborative and effective at aligning cross-functional teams toward shared goals.
    • An exceptional communicator and storyteller with strong presentation and executive engagement skills.
    • Solutions-oriented, with excellent problem-solving and analytical capabilities.
    • Highly organized and detail-oriented, with strong project management skills and the ability to coordinate multiple client initiatives simultaneously under tight timelines.

    About You – Additional Note

    If you don't meet 100% of the qualifications outlined above, that's okay We believe in hiring people, not just skills. If you have a passion to learn and are excited about eCommerce and technology, then we want to hear from you.

    About Yotpo – Canada

    • Company sponsored RRSP matching.
    • 100% coverage of additional benefits programme.
    • Equity in options.
    • Individualized career development, rewards and recognition.
    • Wellness and philanthropic programming and events.
    • We are now working in a hybrid capacity.

    Yotpo's employee-centric culture has consistently earned us coveted spots on Built In's Best Places to Work lists in both NYC and Austin over the years. Directly inspired by employee feedback, we create opportunities to bring our teams together. Yotpo programming includes team events, educational fireside chats, end of year celebrations, affinity groups and partnerships.

    Yotpo is for everyone, and we're committed to anti-racist work. We welcome and employ people regardless of race, color, gender identity, religion, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status. We are proud to be an equal opportunity employer, a place where your voice is heard and your perspective is encouraged. Come join us and help us build a global company where we're all proud to belong.

    Job type

    #LI-Hybrid


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