Customer Success Manager

About Rallyware Inc.

Rallyware’s mission is to provide every member of any distributed group with meaningful opportunities to feel connected, engaged, and valued within the overarching community to unlock their full potential. Rallyware’s Performance Enablement Platform delivers the right training and business activities to the right people at the right time in the right experience by connecting company-specific business goals with their workforce performance data. We believe in the power of every single employee leading a company to success, and we foster this power with the help of our highly scalable, data-driven mobile and web platforms. Rallyware is trusted by market-leading customers across the globe, including Samsung, Avon, Tupperware, Pampered Chef, and many others, to achieve higher sales, faster onboarding, increased adherence and participation in initiatives, stronger digital presence of corporate learning and development, more effective communication, and many other business objectives across a variety of industries, with a primary focus on direct selling.

Rallyware was founded at MIT in 2012 and is a graduate of Techstars Boston. The company is headquartered in Mountain View, CA, with the team distributed across the United States, Canada, Ukraine, Great Britain, Australia, Peru, and Argentina. We are a team of high-performing, responsible, and sociable people who enjoy being in the trenches of a high-growth startup and are dedicated to understanding customer problems and solving tough challenges together. Our people are proactive, conscientious, highly communicative, collaborative, and impactful; we place the team ahead of ourselves and strive to excel in cross-functional work to move the company forward.

Rallyware has recently acquired Myagi, a fully remote SaaS business on a mission to connect the world’s leading brands (Nike, Gibson, Casio, and Giant) with third-party sellers and their retail employers responsible for selling their products to consumers. Myagi enables these brands to build advocacy, collect valuable feedback, and ultimately drive sell-through and improve the customer experience.

We are on the hunt for an exceptional customer-focused Customer Success Manager to join our Customer Success team in DACH and Southern Europe. This role will manage our amazing group of Customers to success and support the Market Development Manager to grow out the business through a close working relationship.

With over 20 top customer logos, including brands such as Vaude, Abus, Marmot, and many more, we have momentum and some amazing customer references to build upon.

Responsibilities

• Act as the main point of contact between Myagi and the project manager of high-profile accounts in the region;
• Take full ownership of contract renewals and support the Market Development Manager and Principal Success Manager to deliver on the business plan;
• Deliver new customer onboardings, train new platform end users, and post go-live success;
• Proactively suggest and drive the adoption of new and innovative features to increase the value of the product to customers;
• Own success planning and execution, as well as Quarterly Business Reviews with your customers;
• Represent our users to provide input into every core product, marketing, and sales process;
• Analyse customers’ levels of product engagement and provide feedback on issues or gaps;
• Deliver insights to customers that provide a strong business case for expansion;
• Maintain a high level of customer response and satisfaction based upon both survey and attrition indicators;
• Manage German Language Support and develop a video-based knowledge base to help manage simple customer questions;
• Be able to work effectively and productively in a global remote team / be a team player, help others, and ask for help / be proactive about creating new solutions, and drive them forward.

Qualifications

• Fluent in German and English (Business Level Proficiency);
• 3+ years of customer success experience in a SaaS or software company;
• Start-up experience with the ability to build our process and drive efficiency;
• Commercial confidence to manage renewals and identify expansion opportunities;
• Proven track record of working in a customer-facing role and having commercial conversations;
• Experience working effectively with senior stakeholders to achieve strategic objectives;
• A high level of accuracy and attention to detail;
• Excellent communication and interpersonal skills;
• Ability to operate and prioritize effectively within a constantly changing work environment;
• Strong growth mindset, effectively learning from and adapting to both wins and losses;
• Proven ability to build trusted relationships with peers and superiors in a high-growth setting.

Bonus points for

• Experience working with brands;
• Experience working with video content in some shape or form - blogging, editing, storyboarding, etc.;
• Working with remote teams asynchronously and having an appreciation of different cultures and backgrounds would be a plus;
• Early Career experience working in retail would help to provide empathy for the front-line workers we support.

We offer

• People-oriented management without bureaucracy;
• Excellent compensation package;
• Flexible hours;
• Friendly and engaging professional team.