Senior Customer Success Manager | No cap bonus

Job updated about 2 months ago
Actively Reviewing Resumes

Job Description

Rosetta.ai helps fashion e-commerce uncover consumers' shopping preferences and provide personalized shopping experiences to consumers. We're making e-commerce merchants have enterprise-level AI backup on day 1.

We are seeking a highly motivated and customer-centric individual to join our team as a Customer Success Manager. In this role, you will be responsible for ensuring the success and satisfaction of our fashion industry clients. You will serve as a trusted advisor, building strong relationships, driving adoption, and advocating for our customers' needs.

               

Responsibilities:

  • Develop and execute customer success strategies, focusing on customer satisfaction, adoption, retention, and growth.
  • Guide customers through the onboarding process, providing training, resources, and support to ensure successful platform adoption.
  • Build and maintain strong relationships with key stakeholders, serving as their primary point of contact and trusted advisor.
  • Conduct regular check-ins with customers to understand their needs, challenges, and goals, and proactively address any issues or concerns.
  • Monitor and analyze customer health metrics, identifying potential risks and opportunities for improvement.
  • Collaborate with cross-functional teams, including sales, marketing, and product, to align customer needs with the company's offerings and drive customer success.
  • Advocate for customers within the organization, ensuring their feedback and enhancement requests are effectively communicated and addressed.
  • Conduct regular business reviews with customers, showcasing the value they have gained from our product/service and identifying opportunities for upselling or cross-selling.
  • Stay updated on industry trends, best practices, and competitor activities to provide insights and suggestions to customers.
  • Continuously strive to improve customer success processes and initiatives, leveraging data and customer feedback to drive enhancements.
  • Foster a vibrant customer community by organizing webinars, events, and user groups.
  • Encourage collaboration and knowledge sharing among customers, promoting the exchange of best practices and industry insights.

        

Benefits:
  • Healthcare (Medical, Dental, Vision)
  • Retirement savings or 401(K)
  • Paid time off (Annual)
  • Maternity/Paternity leave
  • Life insurance
Perks:
  • Tuition reimbursement and training
  • Personal facilities (Laptop, Screen)
  • Free health screening
  • Free snacks and drinks
  • Open and creative environment
  • Irregular dinners/outings, happy hours
  • Extended annual time off
  • Paid time off to volunteer (Birthday, Menstrual, Funeral)
  • Flexible schedules and working time
  • Remote working optionally
  • Employee stock ownership plan (ESOP)

    

Bonus:

Based on the performance of sales targets and quarterly objectives. No cap.

       

Culture/6 Core Values:

Grit - We thrive outside of our comfort zone, pushing ourselves to go even further. We think long-term and constantly strive to be better, even if things don’t always go as expected.

Trust - We earn that trust by listening to each other, following through with our commitments, and keeping our word. We exercise transparency within the company, our customers, and our community.

Humility - We learn from everyone and everywhere and approach each new challenge knowing that we may not have all the answers.

Empathy - We craft our intention to keep curious about the industry, business, and practical scenarios so that we purify the insights and forge the approaches.

Candor - We are open and honest. We give each other praise and criticism because we believe each team member is as important as the other.

Craftsmanship - We simplify, innovate, perfect, and start over until everything we touch enhances each life it touches.

        

Contact:

         

Remarks:

Rosetta.ai is an Equal Employment Opportunity employer. Rosetta.ai conducts all employment-related activities without regard to race, religion, color, national origin, age, sex, marital status, sexual orientation, disability, citizenship status, genetics, or any other characteristic protected by law.

Requirements

[Minimum Qualifications]

BACKGROUND & SKILLS:
    • Bachelor's degree in Business, Marketing, Fashion, or a related field.
    • Proven track record of meeting or exceeding customer success metrics.
    • Strong understanding of the fashion industry and familiarity with fashion tech solutions.
    • Excellent interpersonal and communication skills, with the ability to build trust and rapport with customers.
    • Proactive mindset with the ability to identify customer needs, anticipate challenges, and provide effective solutions.
    • Strong analytical and problem-solving abilities.
    EXPERIENCES:
    • Experience with SaaS or software platforms preferred.
    • Proven experience in a customer-facing role, such as Customer Success Manager, Account Manager, or similar role
      WORKING STYLE:
      • Highly motivated and entrepreneurial.
      • Comfortable dealing with ambiguity.
      • Ability to work in a fast-paced, dynamic environment.
      • Ability to work independently and as part of a team.
      • A passion for customer success and a desire to make a meaningful impact in a startup environment.

              

      [Preferred Qualifications]

      BACKGROUND & SKILLS:
      • Vertical expertise in consumer goods, retail, fashion, and e-commerce.
      • Understanding of the MarTech and digital marketing industry landscape.
      • Knowledge of CRM systems and customer success platforms is preferred
        EXPERIENCES:
        • Work experience in an international and culturally diversified environment.
        • Experience in mentoring or coaching other team members.
        • Experience working in a SaaS or technology company is a plus.

        Interview process

        1. CV screening
        2. Culture fit interview
        3. Assignment project (optional)
        4. Professional interview
        5. Trial days
        2
        5 years of experience required
        900,000 ~ 1,200,000 TWD / year
        Managing 1-5 staff
        Optional Remote Work
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        About us

        Rosetta.ai is a SaaS company serving the ecommerce brands since 2016.
        🏆 2019 RecSys Reward
        🏆 2020 Forbes Top 25 Machine Learning Startups

        • Our clients care deeply about their shoppers and understand the value of unique online experiences.
        • We specialize in supporting fashion ecommerce clients in the apparel, accessories, and cosmetics verticals.
        • Our Customer-Intent Web App adds value to our client’s first-party data via automated preference analysis and onsite personalized recommendations.
        • The app is powered by AI and machine learning technology developed in house by industry leading engineers and fashion savvy marketers.
        • We are a young, fun, and diversified team that believes that company growth is driven by everyone’s growth. Together, from good to great — join us today! 

        Rosetta.ai 是一間多元、年輕且有遠景的軟體新創公司,於 2016 年創立便投入時尚電商領域,以美學 AI 為客戶打造一流的推薦系統,並與客戶一起成長,紮實的技術底蘊獲得海外創投青睞,正快速發展當中!
        在 Rosetta.ai 我們設計與開發一流的軟體服務,運用最新的 AI 與機器學習技術,協助客戶深入了解消費者的喜好與需求,將對的商品展示給對的人,打造獨一無二的購物體驗。
        我們相信公司成長是建立在每個人的成長上,與一流的人才一起工作、一起玩樂、一起成長,現在就加入我們!


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