Customer Success Manager

Who you are

• 3–5+ years of experience in Customer Success, Account Management, SEO, Growth, or Digital Strategy
• Hands-on SEO background is a plus (agency or in-house strongly preferred)
• Comfortable explaining AI search, LLM-driven answers, and modern discovery concepts to non-technical stakeholders
• Builder mentality—thrives in early-stage environments and excited to create structure where none exists
• Strategic advisor with experience managing complex customer relationships and engaging executive audiences
• Analytical and data-driven, using insights to measure performance and demonstrate business impact
• Exceptional communicator and storyteller with strong presentation skills
• 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

What the job involves

• Own post-onboarding customer relationships through renewal, driving retention and expansion in close partnership with Account Managers and Customer Success teams across product lines
• Help design and scale the Discover Customer Success motion, including optimization frameworks, success plans, QBR templates, expansion signals, and early customer playbooks
• Lead SEO + AEO audits using Yotpo Discover, translating AI discovery insights into concrete recommendations and measurable outcomes for customers
• Partner deeply with Product to shape roadmap direction through structured customer feedback, use cases, and validation sessions
• Lead strategic QBRs and executive-level conversations that align customer goals with Yotpo’s roadmap
• Build strong, multi-threaded relationships across customer organizations—from day-to-day operators to C-suite stakeholders
• Proactively track adoption and performance, identifying risk early and leading resolution strategies when challenges arise

Benefits

• Private healthcare, dental and optical included
• Pension contribution
• Voluntary death in service policy
• Cycle to work scheme
• Generous PTO, volunteer days, holidays and flex days
• Individualized career development, rewards and recognition
• Wellness and philanthropic programming and events
• Hybrid work model