Upmarket Retention Manager

Yotpo • Toronto • 3w ago

If you're into online shopping (who isn't these days?), chances are you've crossed paths with Yotpo. We're all about eCommerce retention—helping brands of every size turn one-time shoppers into lifelong customers.

Think loyalty programs and reviews—it's what we do best. Plus, we've got more tricks up our sleeve.

With teams spread across the globe—from the US and Canada to the UK, Israel, Bulgaria, and Australia—we're growing fast. Our main mission? Delivering cutting-edge technology that sets new standards in the industry.

Sounds exciting? Then read on, because we’re looking for curious professional talents to be a part of building the future of the e-commerce industry. [https://www.youtube.com/watch?v=eAdYLzvuvFo]

Yotpo is the Retention Marketing Platform for Ecommerce companies. From retail companies that are household names to digitally native brands, we partner with high recognition names of the caliber of Steve Madden, Brooklinen, and Unilever. Your role as Upmarket Customer Retention Manager in our North American revenue organization will be instrumental in helping Yotpo succeed. Without partnering closely with our most strategic customers, we will not be able to build the strong company we need to.

You will:

Manage the commercial relationship with Yotpo's top full platform clients, acting as their primary point of contact and trusted advisor.
Develop and execute account strategies to meet and exceed net retention goals through retention and up-sell opportunities.
Collaborate with internal teams, including Customer Success, Product, and Marketing, to deliver tailored solutions that drive client value.
Conduct regular business reviews (QBRs) and executive briefings to showcase value, address concerns, and align on strategic priorities, ensuring Yotpo is being positioned to align with those strategic priorities.
Negotiate contracts and manage renewals with a focus on mutually beneficial outcomes.
Monitor account health metrics and work with CSMs to proactively address potential risks to ensure client satisfaction and retention.
Stay informed about industry trends and the competitive landscape to provide strategic insights to clients.

Ideally, you’ll bring:

4-6 years proven experience as an Account Manager, Customer Success Manager, or similar role in a SaaS or eCommerce environment
Strong track record of managing, renewing and upselling large, strategic accounts.
Excellent communication and negotiation skills, with the ability to influence stakeholders at all levels, including C-Suite
Analytical mindset with the ability to derive insights from data to inform strategies and drive decision-making
Ability to thrive in a fast-paced, dynamic environment with a proactive and solution-oriented mindset

If you don’t meet 100% of the qualifications outlined above, that’s okay! We believe in hiring people, not just skills. If you have a passion to learn and are excited about eCommerce and technology, then we want to hear from you.

About Yotpo:

Company sponsored RRSP matching.
100% coverage of additional benefits programme.
Equity in options.
Individualized career development, rewards and recognition.
Wellness and philanthropic programming and events.
We are working in a hybrid capacity, spending 4 days per week in our Toronto office

Yotpo’s employee-centric culture has consistently earned us coveted spots on Built In’s [https://www.builtinnyc.com/companies/best-midsize-places-to-work-nyc-2021] Best Places to Work lists in both NYC and Austin over the years. Directly inspired by employee feedback, we create opportunities to bring our teams together. Yotpo programming includes team events, educational fireside chats, end of year celebrations, affinity groups and partnerships.

Yotpo is for everyone, and we’re committed to anti-racist work. We welcome and employ people regardless of race, color, gender identity, religion, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status. We are proud to be an equal opportunity employer, a place where your voice is heard and your perspective is encouraged. Come join us and help us build a global company where we're all proud to belong.