Description

Who We Are

Syte is a leading visual AI platform transforming the way shoppers discover and purchase products online. By enabling personalized and intuitive product discovery, we help retailers create exceptional customer experiences that drive engagement, conversion, and loyalty. Join our dynamic team and help shape the future of eCommerce.

Who Are We Looking For?

We are seeking an experienced, strategic, and data-driven Customer Success Manager (CSM) to drive success for key accounts. As a CSM at Syte, you will ensure customers unlock the full value of our platform by aligning their goals and market needs with our innovative solutions. You’ll act as a trusted advisor, connecting business outcomes to our capabilities, and serve as the central point for collaboration across teams to ensure shared success.

Key Responsibilities

• Customer Relationship Ownership: Build and nurture deep relationships with key stakeholders, becoming their trusted advisor and go-to resource for all things Syte.
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• Business Outcomes Focus: Partner with customers to define measurable success metrics that align with their business objectives. Proactively identify opportunities where Syte’s platform drives ROI, optimizes performance, and solves strategic challenges
• Renewals & Growth: Own the customer lifecycle, including renewals and upsell opportunities, with a focus on delivering ROI and achieving growth targets
• Upsell and Cross-Sell Opportunities: Monitor account health to identify opportunities for upselling and cross-selling, contributing to revenue growth
• Strategic Insights: Use tools such as Tableau to analyze performance, identify trends, and craft actionable, data-driven recommendations. Collaborate with Business Analysts and internal teams to amplify insights and ensure measurable outcomes
• Customer Advocacy: Serve as the customer’s voice internally to influence product development and roadmap priorities, ensuring their needs are addressed 
• Training & Enablement: Support onboarding by collaborating with Implementation Managers to align on success metrics. Deliver tailored training sessions on Syte’s console and tools, empowering customers to leverage data-driven insights, unlock actionable strategies, and achieve maximum value
• Cross-Functional Collaboration:Collaborate with Product, Sales, R&D, and Marketing teams to ensure customer needs are understood and addressed effectively. Work as part of a team to facilitate seamless execution, resolve challenges, and contribute to delivering exceptional customer experiences
• Executive Business Reviews (EBRs): Lead regular EBRs, presenting data-driven insights and strategic recommendations to showcase Syte’s impact, align on goals, and identify growth opportunities
• Proof of Values (POVs): Oversee the execution of POVs, ensuring alignment with customer goals and success criteria. Support conversion efforts by providing strategic insights and showcasing Syte’s value proposition

Requirements

• Experience: 3+ years in a customer-facing role (Customer Success, Account Management, or equivalent) in B2B SaaS, with a proven track record of managing enterprise accounts and driving renewals and growth
• Business Acumen: Ability to deeply understand customer businesses, identify growth opportunities, and connect solutions to their strategic goals
• Data-Driven Mindset: Strong ability to use data to tell stories, measure success, and identify areas for improvement. Experience with tools like Tableau or similar is a plus
• Communication Excellence: Exceptional interpersonal, written, and verbal communication skills, with the ability to present confidently to C-suite stakeholders
• Technical Orientation: Comfort in discussing and understanding technical solutions, particularly in eCommerce or AI-powered platforms
• Customer Focus: A passion for customer success, with the ability to anticipate customer needs and act proactively to address them
• Problem-Solving: A proactive, creative thinker who thrives in a dynamic, fast-paced environment
• Team Collaboration: Proven success working across cross-functional teams to deliver results and solve challenges