Customer Success (AI & MarTech, SaaS) - Lavendo : Job Details

About the Company Our client is a marketing technology company revolutionizing the e-commerce landscape. They offer an innovative AI-powered omnichannel marketing hub that empowers online retail and DTC brands to achieve unprecedented success by seamlessly integrating customer data, marketing automation, and advanced analytics. Founded by seasoned entrepreneurs with over 20 years of experience in the martech industry, our client has rapidly gained traction, attracting 1,000+ satisfied customers. The Mission Our client is on a mission to transform e-commerce marketing through their next-generation AI-powered platform. They empower businesses to launch highly personalized marketing campaigns with unprecedented speed and efficiency. Their goal is to help companies slash marketing routines by 80% while reducing martech costs by up to 50%, all while delivering superior results through white-glove service. The Opportunity As a Customer Success Manager, you'll play a pivotal role in managing the full post-sales customer lifecycle-from seamless onboarding to long-term retention-across the company's portfolio of innovative clients. You'll lead with strategy, data insights, and a consultative approach to ensure customers fully realize the value of the platform and exceed their business goals. What You'll Do

• Own the complete post-sales customer journey: onboard 1-2 new eCommerce customers monthly and manage their professional development through best-in-class training, adoption consulting, and retention support
• Maintain a portfolio of 16-24 clients, representing $300,000-$700,000 in ARR
• Lead strategic sessions and quarterly business reviews (QBRs) with VP/C-level stakeholders
• Set up and optimize marketing workflows: email/SMS campaigns, flows, website & mobile personalization, loyalty programs, product recommendations
• Implement integrations using tools like Zapier or APIs, data mapping, and event-based triggers
• Monitor and improve key performance indicators such as retention, conversion rate, AOV, email/SMS effectiveness, and campaign ROI
• Partner cross-functionally with product and process teams to bring the customer voice into continuous improvement

What You Bring

• 2+ years of experience in client-facing or customer success roles at SaaS or MarTech company
• Basic knowledge in HTML/CSS and familiarity with automation/integration tools like Zapier, APIs, and data mapping, event-based triggers
• Comfortable working with performance data, ability to track and explain metrics like conversion rates, AOV, retention, and A/B test results
• Clear, direct communication skills and a preference for feedback-oriented, open dialogue
• Bonus: Experience with platforms like Klaviyo, Iterable, Braze, Nosto, or Rebuy

Key Success Drivers

• Commitment to high-touch, in-depth support and genuine passion for client success
• Hands-on problem-solving mindset and proactive approach
• Thrives in fast-moving settings with full ownership and accountability
• Highly client-focused, collaborative, and responsive to feedback
• Values transparency, innovation, and continuous personal growth

Why Join?

• OTE (On-Target Earnings): $100,000-$120,000 (70/30 split)
• Full-time, remote-first role with flexible hours
• 401(k) with 3% match
• Comprehensive medical benefits: health, dental, and dependent coverage
• Unlimited PTO and full remote for work-life balance
• Proven product-market fit with 1,000+ satisfied clients (e.g., L'Oréal, Panasonic, Crocs, Under Armour)
• Supportive, non-micromanagement environment with tailored coaching and guidance
• Opportunity to represent a product with exceptional customer retention (5-year LTV)
• Chance to make a significant impact and earnings in a hyper-growth AI & Martech market

Interviewing Process

• HR screening
• Level 1 - Interview with hiring managers
• Level 2 - Test task
• Level 2 - Interview with the CEO
• Reference and Background Checks: conducted after successful interviews
• Job Offer: provided to the selected candidate

We are proud to be an equal opportunity workplace and are committed to equal employment opportunity regardless of race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity, or expression, sexual orientation, or any other characteristic protected by applicable federal, state or local law.