Customer Success Manager

San Francisco, CA
Customer Success /
Remote /
Remote
About Us 🌎
EcoCart is a leading climate technology application for online retailers. We partner with brands to meet their sustainability goals by identifying opportunities to reduce their carbon footprint throughout their supply chain and business operations. Where greenhouse gas emissions are unavoidable we partner with certified carbon offset projects. By helping ecommerce businesses tell their sustainability story we boost trust, prevent greenwashing, and offset unavoidable greenhouse gas emissions. 

We are a 20-person, remote-first company looking for people who are motivated by being part of a team building products that will help change the world. We're growing quickly, and want you to grow with us - Join us in our mission to make the fight against climate change easy, accessible, & affordable for everyone!

Check out who you'd be working with by viewing our public org chart here.

EcoCart is currently only hiring folks eligible to work in and physically based in the United States, Canada, or Latin America.

What Makes You a Great Fit 🌞

    • Passion for serving as a trusted advisor, with a deep curiosity to understand your customers, their motivations and needs, and how to approach ensuring their success
    • You make deep, meaningful connections with your customers, whether spending time on the phone, creating unique approaches to solving their toughest challenges, or understanding their business inside and out
    • You know how to dive into numbers to analyze value and can handle complex negotiations around value
    • You are a lifelong learner who continually seeks to improve yourself and the team you work with.
    • You love technology and want to work with a team on the cutting edge of making ecommerce more sustainable. 
    • You have a passion for sustainability and want to fight against climate change

A day in the life 💻

    • Own the entire Post-Sale experience. This includes onboarding, early adoption, and renewal
    • Build and maintain relationships with key stakeholders at brands within your portfolio
    • Serve as a proactive, trusted advisor to deeply understand your customers and their needs
    • Have concrete examples of unique customer needs that you creatively found a way to fulfill
    • Conduct business reviews to track data supported performance, present product roadmap to seek feedback and new product adoption, and ensure customer satisfaction and evangelism with EcoCart
    • Monitor merchant health and partner with internal departments to ensure client needs are addressed and fulfilled effectively
    • Identify opportunities for expansion within your portfolio, partnering with additional internal teams to gain commitment for expanding revenue for EcoCart
    • Achieve quarterly engagement, satisfaction, time to value, and portfolio growth targets
    • Drive referrals, testimonials, case studies, and product requests from your portfolio

Minimum Requirements ✅

    • 4+ or more years of experience working in Customer Success management or a related role, preferably a SaaS software solution
    • 3 years experience working with database-driven workflow products such as licensing, client relationship management, or enterprise resource planning solutions
    • Self-starter, independent work ethos, able to work virtually with various team members across multiple locations
    • Ability to work in a dynamic, fast-moving environment and switch gears as necessary
    • Strong problem-solving skills to quickly understand, assess, and address customers’ challenges and effectively remediate
    • Growth mindset with drive and ability to consistently improve knowledge and abilities for you and your team

Preferred Qualifications 🚀

    • Startup experience
    • Experience integrating or working with ERP’s and 3PL’s
    • Experience working with the Shopify Platform either as a merchant or a technology provider
    • Experience managing a wide range of revenue by customer
Salary range: $70k-$100k USD base + 15%-20% OTE
varies by country - United States, Canada, and Latin America

This position is fully remote, allowing you to work from any country in the Americas. We embrace remote work culture and value diversity within our team. Recognizing the diverse economic landscapes across different regions, we adjust our salary ranges based on the country in which the candidate resides.

During the interview process, candidates will be provided with specific salary information corresponding to their country of residence. We believe in transparency and equitable compensation practices, ensuring that all team members are fairly compensated based on their location and skillset.

Benefits 🎉
-Series A Equity
-Unlimited PTO
-Paid parental leave
-Flexible hours
-Remote-first environment 
-Best-of-the-best options for medical, dental, & vision insurance
-401(k)
-Mental health benefits
-Proactive, collaborative company culture with a shared vision for climate impact!

#BI-Remote
#LI-Remote