London / Full time / Senior
About eStoreMedia
eStoreMedia provides an e-commerce automation suite that helps Fortune 500 Brands accelerate online sales. eStoreMedia’s suite of SaaS tools integrates Digital Shelf Analytics, Product Information Management and Al‑based Research Methodologies to streamline e-commerce processes and drive Perfect Store implementation across thousands of online e-retailers in over 50 markets globally. In 2021, eStoreMedia secured a $30 million investment to accelerate its pioneering work and boost the global service proposition for existing and future clients.
Brands that work with eStoreMedia include L’Oreal, Mattel, Kellogg, Reckitt and Whirlpool. Headquartered in London, UK, with a development hub in Warsaw, Poland, the company has a staff of over 120 located in offices around the world including London, New York, Mexico City, Geneva and Belgrade.
e-Commerce is predicted to grow more than 150% in the next five years. At the same time, penetration of e-commerce automation solutions offered by eStoreMedia is still very low. If you are looking for a position in a company with great growth potential and a lot of exciting opportunities, eStoreMedia is the place for you.
About The Role
We are looking for an experienced VP of Customer Success to further accelerate our growth. As a VP of Customer Success you will be responsible for maximizing the value eStoreMedia delivers to its customers, driving Customer satisfaction and leading a multifunctional, Customer facing organization including Client Partners, Account Managers and Insight Managers.
Key responsibilities:
Build, optimize and execute strategies ensuring the engagement, adoption, success, retention, and growth of eStoreMedia existing customers portfolio
Regularly revise existing customer success processes & metrics and suggest improvements
Evolve and deliver on success metrics including retention, expansion, service level, customer health and NPS
Coordinate (via a team of account managers) timely renewals of existing contracts and generation of upsell opportunities
Contribute to evolution of organisational model allowing continuation of rapid business growth
Lead - hire, coach, train, mentor and develop top talent
Be the internal customer hero - know their successes and challenges, find ways to help them achieve more wins and address challenges, engage eStoreMedia organisation to understand customer needs and address them in the best possible way
Supervise creation and delivery of business driving insights for top customers
Personally build and nurture C-level relationships across strategic and high-value accounts
Work closely with the product team to align product development with key customer needs
Key expectations:
A significant number of years in a senior leadership customer success management role within a fast-paced SaaS environment
Understanding how major global Brands run their indirect e-commerce sales, what processes they have and what processes they need
Proven experience in working with major CPG brands
Proven experience in building and scaling high performing teams in a high growth, fast-paced environment
Proven track record of achieving Customer Success financial (retention, growth) and satisfaction targets
Demonstrated passion for understanding and advocating customer needs.
A track record of hiring, developing and mentoring great talent, and building and motivating high achieving teams.
True love for customers
Passion for revenue and growth
Why should I want to work at eStoreMedia?
“At eStoreMedia I feel confident, I am being supported and when I fail I am being encouraged. Together with the fact that there are so many people from different parts of the world, makes it even better to be here!” Jan
“Since the day I started, I became part of the working group. The dynamics and way of work at eStoreMedia is unique: it lets you collaborate in international teams that are focused only on the best outcome” Mauricio
Check out our blog and see us in action at https://www.estoremedia.com/