Senior Customer Success Manager

| Culver City
Role:
We’re looking to hire an Senior Customer Success Manager 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 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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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.

An Insider's view of SNACKNATION

What’s the vibe like in the office?

The office vibe is high energy and collaborative; It is a really hard-working group of people who love to support each other. When someone gets to their goal, they hit the gong and the whole office cheers for them. We also find time to enjoy the perks in the office - unwinding in the meditation room or participating in our snack tasting panel.

Annie

Member Success Manager

How do you collaborate with other teams in the company?

As a Sr. Data Analyst, I work with almost every team in the organization helping them make sense of their data, identify key insights, and standardize reporting. It’s incredibly rewarding getting to work in such a cross-functional role that sees how data impacts every department.

Rick

Senior Data Analyst

How has your career grown since starting at the company?

Since joining this company, I've been immersed in the complex, thrilling, and ever-changing world of eCommerce. The B2C arm of our company is small, mighty, and growing rapidly. It's fun being along for the ride, and invaluable. I'm now sure I'll devote my career to eCommerce, and my career path was illuminated by my experience here at SnackNation.

Ari

eCommerce + Products Specialist

How has your career grown since starting at the company?

Most importantly, SnackNation has taught me that career growth goes hand in hand with personal growth. Since working here, I've changed my eating habits, sleeping schedule, improved the way I manage my finances and pushed my physical limits to the next level by doing a few 100 mile bike rides. All with the help and willingness from my coworkers.

Byron

Senior Account Executive

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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