UpsellPlus · 4 months ago
Head of Customer Success
Brooklyn, NY
Full-time
Onsite
Senior LevelUpsellPlus is dedicated to helping the largest 1% of Shopify stores grow their revenue through product recommendations. They are seeking a Head of Customer Success to upgrade their existing team and implement effective systems that ensure customer satisfaction and success, while also driving revenue through dedicated account management and consulting services.
E-CommerceSoftware
Responsibilities
Upgrade the existing Customer Success team
Implement systems to enhance the efficiency of the Customer Success team
Check in with each customer every 6-12 weeks and suggest strategies to improve AOV
Respond to customer inquiries over live chat or calls within 30 seconds
Make Customer Success a revenue driver by offering managed plans and dedicated account managers
Grow into a dedicated customer success organization
Invest in AI tooling and internal dashboards to improve team performance
Qualification
Required
Background in building a CS team in ecommerce saas
Knowledge of the Shopify ecosystem, apps, and API's. If you only worked on the ecommerce brand side of CS, this is not for you
Strong experience with implementing systems to make the CS team a machine
Experience with Crisp or Intercom is deal. We use Crisp, but are considering switching to Intercom. If we switch, you would lead this change
A ‘Get Stuff Done' mentality and ability to be proactive, see problems and work through them independently
Strong technical English skills, both written and spoken
English speaking
Overly communicative
Has very high attention to detail
Willing to work beyond a 9-5
Preferred
Knowledge of AI and how to apply to CS is a plus
Benefits
Clear bonus system
Company
UpsellPlus
AI conversion and AOV optimization agent
Founded in 2021
2-10 employees
Funding
Current Stage
Early StageLeadership Team
Pengyi Wang
Full-stack Developer
Company data provided by crunchbase