Customer Success Manager

Employment Type: Full-time

About Syrup 🌍

In a world with deep supply chain disruptions, true omni-channel networks, and sustainability-minded consumers, there is a need for next-generation inventory systems. 🍯 That’s why we’ve built Syrup, an AI-powered predictive software for inventory decisions in commerce. By leveraging more data in real-time, we empower merchandising and planning teams with allocation, ordering, and planning recommendations. 🚀

Our eventual hope is for commerce to no longer be a wasteful industry, as our intelligent platform empowers inventory excellence at every step in the value chain. 👔

We're VC-backed by Google's AI fund (Gradient Ventures), as well as former executives from Adidas, Zalando, ASOS, Reebok, Bonobos, Salesforce, ThredUp, and Stripe. We're working with fast-growing brands such as Faherty, Reformation, and Desigual.

About The Role

As the Customer Success Manager, you’ll be the main point of contact for our rapidly growing customer base ensuring customers are absolutely delighted with the entire Syrup experience. We are 100% focused on our customers and aim to create raving fans of Syrup. We’re looking for people with a high degree of customer empathy who can lead strategic customer conversations as well as drive processes for our onboarding and training programs. We’re still a young team so each member plays an integral role in building the foundation of our future customer success and support organization.

Responsibilities

• Serve as the point of contact for customers and systematically track and address all customer questions and requests.
• Lead new customer onboardings working in close conjunction with Sales and Operations teams.
• Proactively drive improvements for the onboarding process to reduce the time to onboard and improve the customer experience.
• Develop Company training program and train customers on all aspects of the platform.
• Proactively engage customers through regular touchpoints to deliver insights and help customers operationalize Syrup’s recommendations across their teams.
• Deeply understand customers’ perception of ROI and actively communicate ROI of the Syrup platform.
• Document and track all activities for accounts in a systematic way and deliver feedback from customers to relevant internal teams.
• Track indicators of customer churn and drive contract renewals and upsell opportunities.

Requirements

• At least 3 years in a customer-facing role.
• High-energy and passionate about making customers successful and helping them exceed their business goals.
• Passion for technology and an ability to speak knowledgeably about the industry of data analytics.
• Program or project management experience, ideally focused on onboarding or customer processes.
• Clear written and verbal communication skills along with the ability to craft compelling presentations for both technical and business audiences.
• Customer empathy to listen and understand the unique needs of customers.
• The utmost integrity in your customer interactions and collaboration with Syrup team members.
• Adaptability to try new ways of doing things with the ability to learn from failures and move on.
• Experience working for a high-growth stage startup (ideal but not required).

What We Offer

Fun, friendly, respectful, collaborative, diverse, driven, mission-oriented – that’s Syrup. We’re a group of driven people who want to make a difference in the world by building game-changing software. We care deeply about people, planet and product. Concretely, we offer:

• Remote Flex: We’re a remote first team across Europe and North America. For our colleagues in New York, you can come into our office in SoHo as often as you like.
• Equity Compensation: We offer generous equity compensation for all our early employees.
• Health, dental, vision: We offer generous health, vision, and dental benefits to our employees.
• Generous PTO: Take all the time you need, whenever you need it.
• Syrup summits: We bring the whole global team together every quarter for our Syrup summits. Previous locations: Barcelona, Tuscany.