Repeat

Customer Success Manager

  • Customer Success
  • Full-time
  • US
  • Remote friendly

2021-08-17 22:29:07 UTC

What is Repeat?

Repeat is a SaaS platform that enables Consumer Packaged Goods brands to turn one-time buyers into repeat customers. Our Smart Replenishment software learns the habits of consumers, then leverages this data set to deliver frictionless, personalized replenishment experiences for consumers and drive repeat sales while providing powerful insights for CPG brands.

Our Company Values

Ownership

As an early hire at Repeat, you will have significant impact on every aspect of our company - we're looking for someone who is excited about helping us continue to define Repeat.

When problems arise, we focus on solutions instead of fault. Every employee at Repeat should feel empowered to address issues they encounter and create the company where they want to work.

Everyone has equity - we succeed or fail together.

Respect

Kindness is paramount, and being nice is dangerous. We strive to sustain an atmosphere of trust and candor where opposing ideas are valued, and debates are frequent and compassionate.

We believe that demonstrating respect for the consumer by increasing their agency in the reordering experience will generate brand loyalty and maximize lifetime value.

Growth

Our company is growing quickly, along with our user base and codebase. We take advantage of change and maintain anti-fragility with a commitment to curiosity and data-driven decision making.

We believe in career development as an extension of self-development — and vice versa.

The Role

As a Customer Success Manager you will work directly with brands as a Repeat and CPG marketing advisor with a focus on setting them up for success via onboarding and implementation tactics. You’ll be guiding them through training and strategy, along with campaign planning to encourage adoption of all aspects of Repeat. In addition, you will assist in the technical set-up of brands. You will also maintain ongoing relationships with your book of business. You will be a vital piece in driving growth and retention among our customer base.

Our customers vary in size but are all Direct-to-Consumer, Consumable Packaged Goods brands, which means we are looking for motivated team members with an understanding of marketing and the ecommerce DTC space, strong communication skills, a customer-first mentality and the ability to identify areas of improvement and work together with the team to help build a best-in-class CS organization.

Responsibilities

  • Successfully onboard new customers by assisting in technical set-up and building strategic plan for brand to achieve desired goals with Repeat

  • Be the go to point-of-contact while also managing and maintaining relationships with a continuously growing book of business

  • Provide proactive strategic and tactical advice and guidance on implementation of Repeat, along with industry-specific best practices outside of Repeat’s core functionality, to ensure brands are achieving their desired business goals

  • Team’s main business objective: Net Dollar Retention 

  • Provide analytics, customer sessions and overall success metrics to educate internal stakeholders on areas of improvement & success

  • Provide support and guidance on all product related questions from your evolving book-of-business

  • Assist in evolving processes to provide the most efficient and effective Repeat experience for brands and to ensure growth, success and retention 

  • Share feedback with internal team members based on customer interactions to assist in improving the product and marketing efforts

What You’ll Learn

As an early hire, you’ll learn how to build something from the very beginning. Almost from scratch.

We believe customer success is a revenue-generating entity and not just a “churn buster”, which means you’ll be a significant source of revenue for us, and, so, you’ll learn:

  • How customer success assists in accelerating the company while working in a growth-mindset environment

  • Measuring and presenting data to properly demonstrate the appropriate success metrics to DTC brands

  • Retention tactics being used by best-in-class DTC brands

Who We’re Looking For

An ideal candidate is someone who has served in a customer-facing role at either an agency or SaaS company in the DTC space. Marketing experience is also a huge plus. Extra points for experience with Klaviyo, Shopify and/or Google Analytics, but not required. Three to five years of experience would be great for this role.

If you feel passionate about assisting customers, love working with a small team and focus on the fine details while also strategizing at a higher-level with customers, this role may just be right for you.

Perks

  • Working at a high-growth VC-backed startup where work-life balance is important

  • Budget to shop at some of our awesome brands we work with

  • Competitive salary & equity

  • Flexible work hours

  • Flexible working location: we’re a hybrid team, so you have the option to work from home and/or work out of an awesome on a startup campus in Marina Del Rey

  • Healthcare, Dental, Vision Insurance (covered)

  • Vacation is encouraged (and unmetered)