Executive Customer Success Manager

| Culver City
Role:
We’re looking to hire an Executive Customer Success Representative who can help us create a world-class experience for our customers. The Customer Success Team (CST) is the hub of customer support and advocacy for our healthy snack delivery program, SnackNation. Whether it’s helping with a simple question, solving a complex issue, having a regular check-in call, or knowing the right moment to upgrade the customer to a larger package, the SnackNation CST knows our customers inside and out, and does everything necessary to ensure a consistently positive experience. There's nothing quite like awesome support, and it takes a team of attentive, empathetic, and critical thinkers who constantly strive for perfection!

Responsibilities:

  • Be the face of SnackNation for large customers currently receiving the monthly snack delivery service
  • Drive retention for a $100k+ book of business 
  • Expertly address questions via phone, email and in person visits providing answers that are quick and easy to understand
  • Manage and maintain relationships with single point locations along with multipoint locations with multiple points of contact
  • Help clients get through critical moments with ease by taking a systematic approach to problem-solving and applying just a bit of detective work to solve any issue that comes your way
  • Run point on customer issues that require masterful coordination between multiple SnackNation teams
  • Create phenomenal customer experiences by proactively cultivating relationships with your customers
  • Act as the voice of our customers and help us prioritize future enhancements to the SnackNation product
  • Maximize revenue from our customers by knowing when to upgrade, upsell, or in some cases, downsell, so that our customers are receiving the most optimal service from SnackNation

Qualifications:

  • You have 2+ years of Customer Success or Account Management experience working with large, complex customers
  • You have experience driving to goals associated with gross churn and upsell
  • You have managed a $50k+ book of business
  • You're obsessively organized, detail-oriented, and sincerely empathetic
  • You possess outstanding analytical, problem-solving and multitasking skills
  • You’re proactive in identifying new opportunities, solving problems, and prioritizing efforts
  • You're a compelling writer who crafts grammatically impeccable emails and you’re just as articulate on the phone

Compensation: Compensation is commensurate with your experience and proven past successes About Us: We exist to inspire more conscious food decisions by connecting healthier brands with engaged consumers through a smart marketplace. SnackNation cares about making a positive impact on the world, with a wellness-minded culture and values. 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. In fact, we offer meditation, yoga and bootcamp during work hours, not after. If you're a wellness-loving professional that wants to do impactful work, take on a lot of responsibility and be a part of our driven company culture, join us. You'll be surrounded by good people wanting to do amazing work and make an impact in our booming CPG space. We promise to help you find your better you.

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Technology we use

  • Engineering
    • PythonLanguages
    • RubyLanguages
    • Node.jsFrameworks

Location

SnackNation is situated conveniently in the middle of the trendy Hayden Tract, near the metro line stop and minutes from downtown Culver City.
3534 Hayden Ave, Culver City, CA 90232

Insider's spotlight

What’s the vibe like in the office?

The office vibe is one-of-a-kind! I love how open, accepting and fun everyone is at work! Everyone gets along, hangs out together outside out of work and there is always something fun and exciting to do together as a group. SnackNation has a really relaxed feel yet everyone is continually pushing to be the best version of themselves.

Jessie

Executive Member Success Manager

How do you collaborate with other teams in the company?

SnackNation provides an open-door (literally & metaphorically) atmosphere allowing and encouraging employees to work interdepartmentally to get the job done and then some. As a BEM I work with our Products team, developing marketing strategies for Brand Partners and with our social & eCRM teams in content ideation & execution. And...I love it.

Kait

Brand Experience Manager

How has your career grown since starting at the company?

Due to the rapid expansion of the company, it forced me to stretch myself and learn the meaning of the word growth. I was able to take on numerous roles which helped me develop new skill sets to help my career moving forward!

Sean

Enterprise Business Manager

What are SNACKNATION Perks + Benefits

Health Insurance & Wellness Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
401(K)
Child Care & Parental Leave Benefits
Generous Parental Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Game Room
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Recreational Clubs

Additional Perks + Benefits

From in-office yoga to snack tastings to walking your neighbor's pup around the block, we offer plenty of ways to take a break during the work day. One of our core values is 'Health Above All Else' and we do our very best to support physical, mental & spiritual health for our team with an array of benefits.

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