Who We Are:
Max Retail is a secure, high-performance online marketplace that connects over 2,000 independent retailers to efficiently sell their excess inventory. Our platform harnesses a broad network of online and offline retailers, enabling sellers to convert unsold goods into significant revenue streams. With Max Retail, sellers can improve their sell-through rates and reach new customer segments for increased market expansion.
As a Senior Customer Success Associate at Max Retail, you'll play a key role in driving customer success, satisfaction, and long-term value. You'll leverage your experience to foster strong relationships with sellers, guide them through platform adoption, and ensure they achieve their business goals. This position is ideal for someone with a proven track record in customer success who is passionate about driving impact and continuous improvement.
Who We Are Looking For:
We are seeking an experienced, results-driven Customer Success professional who excels at developing strategic relationships with clients and has a deep understanding of the customer lifecycle. The ideal candidate is a problem solver who can proactively anticipate customer needs, resolve challenges, and build strong partnerships that drive retention and growth. This individual will possess strong leadership and communication skills, with the ability to manage complex accounts and provide high-touch support.
What You’ll Do:
- Drive customer success strategy: Develop and manage strategic relationships with key sellers to ensure their ongoing success on the platform. Work closely with sellers to understand their business objectives and tailor Max Retail's solutions to meet their specific needs.
- Training and enablement: Deliver advanced training sessions, offering deep product knowledge and custom solutions to help sellers maximize platform features and capabilities. Provide ongoing support to help customers optimize their usage and achieve their business goals.
- Churn prevention and growth: Proactively monitor customer health, identify potential risks, and develop strategies to prevent churn. Actively identify opportunities for upselling, cross-selling, and expanding product adoption.
- Issue resolution and escalation management: Take ownership of escalated issues, collaborating with internal teams to ensure timely resolution. Handle complex customer concerns with empathy, professionalism, and a strong focus on problem resolution.
- Data-driven insights: Utilize CRM tools and analytics to monitor customer engagement, gather insights, and report on account performance. Identify trends and provide feedback to the product and engineering teams to help shape the platform’s future direction.
- Collaborate with cross-functional teams: Work closely with Sales, Marketing, and Product teams to ensure alignment and deliver the best possible outcomes for customers.
- Continuous improvement: Participate in the development of best practices and internal processes. Mentor junior team members and share expertise to improve the team’s performance and customer satisfaction metrics.
Who You Are:
- 3-5 years of experience in Customer Success or Account Management, preferably within a SaaS or e-commerce environment.
- Strategic mindset with a proven ability to manage complex accounts and build long-lasting relationships with customers.
- Exceptional communication skills, both written and verbal, with the ability to engage and influence at all levels of an organization.
- Demonstrated ability to solve problems proactively and develop tailored solutions based on customer needs.
- Highly detail-oriented, with a strong ability to manage multiple priorities and competing deadlines in a fast-paced environment.
- Customer-focused with a passion for improving customer experiences and delivering value.
- Strong experience with CRM systems (e.g., Salesforce, HubSpot) and customer support tools. Knowledge of data analytics and reporting is a plus.
- Able to mentor and guide junior team members, sharing your experience and expertise to drive team performance and success.
- Comfortable working independently, but also thrive in a collaborative team environment.
- Ability to adapt to change quickly and thrive in a dynamic and evolving environment.
