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Senior Customer Success Manager - LOS ANGELES

Who We Are:

JOOR ( is the #1 digital wholesale marketplace connecting the world’s best brands and retailers, enabling them to engage in faster buying, selling and reporting. Founded in 2010, and backed by top-tier VC’s, JOOR’s industry-leading platform serves 2,000 brands, 175,000 retail locations, and processed over $6B in transactions in 2016. Yet JOOR is a lean organization, where you’ll have the opportunity to shape the team, impact the platform, and significantly contribute to disrupting the way the wholesale industry does business. JOOR aims to be one of the most inclusive and diverse tech companies led by our experienced CEO, Kristin Savilia.


What You’ll Do:

  • Be a leader within the Customer Success team, partnering with the Director of Client Relations to develop processes and strategies to be implemented on a global level
  • Mentorship and management responsibilities of Customer Success Managers in the US
  • Ensure Customer Success team members are well equipped and knowledgeable on CS/Support process and all necessary tools (Salesforce, Jira, etc.).
  • Keep team motivated to deliver to expected KPIs, ensuring low churn and high renewal
  • Direct higher-level issues for escalated troubleshooting and adoption/usage issues
  • Direct account management of strategic and high-value accounts
  • Develop a trusted advisor relationship with customers, ensuring all activities are closely aligned with the client’s business case and business strategy
  • Establish and oversee the customer's adoption, training and development of best practices to continually drive incremental value and return on the customer's investment
  • Understand and assess customer requirements, level of adoption of the service and corporate structure as it applies to JOOR roll out and adoption
  • Foster a sense of urgency, professionalism and execution that establishes a new level of expected customer service performance
  • Be an advocate for client feature requests and work cross functionally with our Product, QA and Data teams to help move projects forward
  • Strategically expand our revenue in accounts through cross-sell and upsell

What We're Looking For:

  • Bachelor’s degree
  • 3-5+ required years of experience managing accounts or owning a book of business
  • 5+ years of relevant work experience in SaaS, B2B or Account Management preferred
  • Experience managing, coaching, or leading a team
  • Excellent presentation, written, and oral communication skills
  • Strong negotiation and sales skills
  • Experience collaborating with cross functional teams

What We Offer:

  • Invitations to sample sales and access to Market Weeks to see the product in action
  • Collaborate with our teams in NY, LA, Paris, Milan, London, and Australia
  • Need a break? Generous “My Time” policy - We want you at your best!
  • Regular social events, including happy hours, snack & learns, company offsites, meetups and speaker series
  • Transparency into the state of our business via monthly all-hands meetings, showcasing the company’s performance in relation to revenue and growth.
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