Member Success Team Manager

| Culver City
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The Role:

The core mission of the Member Success Team Manager is to maximize the customer experience while minimizing net churn and increasing share of wallet with our current customers. By focusing on the day-to-day management of a team of customer success reps, the Customer Success Team Manager helps increase customer lifetime value, boosts success & happiness of the customer, and builds lasting value for SnackNation.

This is an incredibly important role that drives massive positive influence on thousands of employees every day, nationwide. A SnackNation Member Success Team Manager knows our customers inside and out, and does everything necessary to ensure a consistently positive experience. If that sounds like you, this could be the most important ‘job ad’ you’ll read this year (and likely for some years to come).

Why? Actually, there are three reasons:

  • 1) Riding in a rocket ship is fun. We’re one of the fastest growing companies in America and you’ll have a unique opportunity to apply your creative problem solving skills to help create meaningful impact companywide.
  • 2) The work is fulfilling. Our products and services help make the world a better place and our culture encourages people to become the best version of themselves. You’ll be challenged to do the best work of your life, which will create lasting impact in the world.
  • 3) You’ll receive transformative mentorship. We can help you become a better leader, a better project manager, a more innovative thinker. SnackNation Alumni have gone on to start businesses, successful podcasts, thriving consultancies, and land exciting new roles that were previously out of reach. If you seek mentorship and guidance, we’ll help you become the person you’ll need to become to achieve your personal and professional goals.

What You'll Do:

  • Manage the day-to-day success of a team of Member Success Reps by setting weekly success plans, following up on progress, and coaching on performance
  • Own and drive department upgrade and churn KPIs
  • Discover actionable insights through the weekly analysis of rep and portfolio-level performance
  • Drive increased customer lifetime value through upsells, cross sells, reducing churn, and enhancing experience
  • Positively handle escalated customer issues
  • Continuously drive more efficient work processes so our reps can focus on what's most important... our customers
  • Help our reps become the best in the business through training and coaching
  • Hire and onboard our talented wave of next reps

Who You Are:

  • An emotionally intelligent, servant leader with 3-5 years experience managing customer success teams
  • Results-oriented with a proven track record of improving retention and share of wallet
  • Proactive in identifying new opportunities, solving problems, and prioritizing efforts
  • Obsessively focused on improving everything you touch
  • A passionate person looking to be part of and lead a team full of passionate people
  • Excellent communication skills
  • Experience working in a subscription service model
  • Advanced data analytics skills
  • Experience in overall customer experience design

Perks and Benefits:

  • Employee Stock Options
  • Paid Time Off
  • Company Subsidized Medical, Dental, Vision Plan
  • Life Insurance, 401k, Flexible Spending Accounts, Commuter Benefits & More
  • Catered Lunches & Well-stocked Kitchens
  • Yoga & Wellness Activities
  • Happy Hours
  • Company Retreats
  • Dog Friendly

About SnackNation:

We exist to inspire more conscious food decisions by connecting healthier brands with engaged consumers through a smart marketplace. At SnackNation, we care about making a positive impact on the world, starting with our wellness-minded culture and values. And we’re growing! In fact, SnackNation was just ranked #24 on Inc. 5000’s list of fastest-growing US companies of 2018, and #2 in the Food & Beverage category.

We look for people who aren't afraid to be themselves. Because that's our vibe. Whether it's health or sales goals, our mantra is Better Every Day. We even offer meditation, yoga and bootcamp during work hours, not after. Plus, we've got the accolades to back it up: We’re Great Places To Work Certified and named one of Entrepreneur’s Top Company Cultures!

If you're a wellness-loving professional who wants to make an impact, take on a lot of responsibility and be a part of our driven company culture, join us. We promise to help you find your better you, all while being surrounded by good people looking to do amazing work in our booming CPG space.

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Location

SnackNation is situated conveniently in the middle of the trendy Hayden Tract, near the metro line stop and minutes from downtown Culver City.

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