Customer Success Lead

United States
Growth – Customer Success /
Full Time /
Remote
SoundCommerce is a rapidly growing SaaS-based composable data platform. Our software simplifies data ingestion, data modeling, data analytics and data activation for omnichannel brands looking to make their retail data useful and actionable. We are an employee-first, fully remote employer looking to add to our team. 

Who we are looking for:
SoundCommerce is looking for a detail-oriented, organized, customer-facing teammate to work with our clients post-implementation - for new clients and existing clients that are looking to add new products to their contract. Your main goal will be to successfully onboard and train clients onto our data platform and ensure adoption. You will work closely with the Sales Manager, the Implementation Manager, and Product Manager to understand each client’s business drivers. The end goal is to accelerate time to value through training and adoption, utilizing the features appropriate for their business needs. This position requires strong communication and collaboration skills, as well as a foundation in retail data analytics.

What You’ll Do:

    • Understand the SoundCommerce data models and offerings.
    • Work with the sales, implementation and product teams to understand the client’s business objectives. 
    • Work with the Implementation Manager to track implementations that will go live in the next 60-90 days and create a success plan for adoption. This adoption plan should be an extension of the implementation and training plan created by the implementor(s).
    • Lead client-facing meetings for adoption planning and execution.
    • Lead training sessions with clients, including discovery, demonstrations, and product configuration.
    • Engage with customers to understand their situation, help them create an action plan, and configure the platform to serve those needs. 
    • Maintain contact with critical adoption stakeholders - client contacts, partner resources, and SoundCommerce team members. 
    • Collaborate and negotiate with both internal and external stakeholders as needed to keep the account usage healthy and on-track. 
    • Recognize problems with client training, both technical and client processes and suggest or troubleshoot solutions. 
    • Provide status reports to management and the cross-functional leadership team.
    • Manage a meeting cadence with the client to discuss adoption and account satisfaction, including quarterly stakeholder updates. 
    • Work with internal team members to influence Product, Sales, and Support improvements.

Skills and Qualifications:

    • 4+ years experience in SaaS Customer Success, Onboarding, Training, or Account Management is required, preferably in technology software.
    • 3+ years experience in Retail, Consumer Brands, eCommerce is preferred. 
    • Bachelor’s degree in a technical field, data, business administration or a similar field. 
    • Passion for working directly with customers combined with patience for helping them learn new software. 
    • Strong knowledge in the composable data platform and modern data stack approach, with analytical experience in retail KPIs such as CLV, CAC, ROAS.
    • Comfortable with technology and self-guided onboarding on SoundCommerce.
    • Ability to quickly understand the features and functionality of SoundCommerce and translate and adapt conversations based on the persona and experience of the individual users.
    • Ability to think critically and creatively to solve problems using a variety of tools/processes.
    • Outstanding written, verbal, and interpersonal communication skills.
    • Ability to communicate among people of varying technical and business backgrounds, including the ability to explain difficult technical concepts in simple terms to business users. 
    • Conduct training calls that are engaging, purposeful, and effective.
    • Be a dynamic problem solver, a multi-tasking extraordinaire, and a key contributor to our retention success.
    • Study mapping processes / workflows with the ability to proactively identify process improvements and efficiencies. 
    • Ability to execute against a general set of objectives creatively and in a self-directed manner. 
    • Ability to work as an individual and as part of a team.
    • This is a 100% remote position with minimal travel.
$90,000 - $150,000 a year
SoundCommerce is an equal opportunity employer building a team that represents a variety of backgrounds, perspectives, and skills.

We are committed to providing an environment of mutual respect where equal employment opportunities are available to all people without regard to race, color, religion, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, and any other characteristic protected by applicable law.

The more inclusive we are, the better we serve our customers and each other.