Customer Success Manager

Job Description:

Are you obsessed with data, partner success, taking action, and changing the game? If you have a whole lot of hustle and a touch of nerd, come work with Pattern! We want you to use your skills to push one of the fastest-growing companies in the US to the top of the list.

Pattern is the premier partner for global ecommerce acceleration and has recently teamed up with Amplifi.io (now Pattern PXM), a cutting-edge digital asset management and product information management SaaS company. Pattern PXM is an elite team focused on cutting edge martech & eCommerce acceleration software. We are headquartered in Utah’s Silicon Slopes tech hub—with offices in Asia, Australia, Europe, the Middle East, and North America. Valued at $2 billion, Pattern has been named one of the fastest growing tech companies in North America by Deloitte and one of the best-led companies in America by Inc. More than 100 global brands— including Bosch, Nestlé, Stance, TUMI, and Panasonic—rely on Pattern’s global ecommerce acceleration platform to scale their business around the world. We place employee experience at the center of our business model and have been recognized as one of America’s Most Loved Workplaces®.

We need a Customer Success Manager with skills in enterprise software, onboarding, project planning, support, troubleshooting, and account management – essentially, all aspects of delivering on the value of our digital asset management and product content syndication platform. This role will work closely with our Sales and Product teams. We are looking for a positive person with a ‘can-do’ mindset.

This is a full-time role and will work a hybrid schedule based in Lehi, UT.

Frequently Asked Questions

What is a day in the life of a Customer Success Manager?

• Help marketers and eCommerce professionals daily at world-class brands succeed in using our solution to drive their business growth
• Start with a few easy clients, then take on a growing book of brands to solve the top 5 key pains they identified during the ‘needs analysis’ and ‘onboarding’ process
• Plan and onboard customers with solid foundations for long term customer value
• Troubleshoot, test, and respond to customer support tickets as needs arise
• Directly educate customers on the effective use of the technical features in the software
• Expand revenue and offerings in existing accounts - upsell when and where appropriate
• Help bridge the transition when a key admin departs from one of our customers by introducing and ‘re-selling’ the offering to any new users
• Oversee client relationships and deliver exceptional experiences using your stellar communication, problem solving and follow-up skills
• Improve our process to measure and track key success indicators, success metrics and NPS
• Develop meaningful relationships with executives and other stakeholders across your book
• Occasionally meet key customers in person for training, success evaluations, and or lunch

What will I need to thrive in this role?

• Bachelor’s Degree from an accredited university

• Ability to demonstrate the core leadership in customer success and retention strategies
• 5+ years of experience in Customer Success, Strategic Account Management or Professional Services
• Knowledge about relevant marketing technology and emerging trends in ecommerce
• Passion for helping customer succeed by addressing questions and offering viable solutions to problems
• Strong interpersonal, business and technical acumen
• Strong understanding of value drivers in SaaS type recurring revenue business models
• Proven success in achieving KPIs, OKRs, financial targets and retention metrics
• Proven ability to develop a deep understanding of a complex SaaS product
• Exceptional skills in presentations, meeting facilitation, and written communications
• Passion for data, analytics, and process: ability and desire to dive into data
• Demonstrable ability to smoothly navigate customer needs
• Experience working on complex data integrations and mapping
• Familiarity with ERP, CMS, PLM, and/or other ecommerce-related software applications

What does high performance look like?

• Oversee client relationships and deliver exceptional onboarding experiences 
• Establish a process to measure and track all areas of customer success
• Develop relationships at executive levels with our brand customers
• Deliver meaningful strategic and tactical recommendations to company leadership on the company’s strategic imperatives.

What is my potential for career growth?

Our team and the SaaS arm of Pattern is growing fast. With Amplifi operating as a start up backed by Pattern, a 2 billion dollar business, there are endless opportunities to come in and rapidly build from the ground up. If you’re looking for a place to contribute, make an immediate impact, and grow your knowledge and career, you’re in the right spot.

What is the team like?

We don't have a lot of layers of management working on Amplifi.io.  You will be mentored by a senior CSM and other leaders. You will be able to collaborate regularly with members of the product and technical teams to implement actionable solutions. Your hard work, ideas and input will be well received and highly visible.   

Sounds great! What’s the company culture?

We are looking for individuals who are:

• Game Changers- A game changer is someone who looks at problems with an open mind and shares new ideas with team members, regularly reassesses existing plans and attaches a realistic timeline to goals, makes profitable, productive, and innovative contributions, and actively pursues improvements to Pattern’s processes and outcomes.
• Data Fanatics- A data fanatic is someone who recognizes problems and seeks to understand them through data, draws unbiased conclusions based on data that lead to actionable solutions, and continues to track the effects of the solutions using data.
• Partner Obsessed- An individual who is partner obsessed clearly explains the status of projects to partners and relies on constructive feedback, actively listens to partner’s expectations, and delivers results that exceed them, prioritizes the needs of your partners, and takes the time to create a personable experience for those interacting with Pattern.
• Team of Doers- Someone who is a part of team of doers uplifts team members and recognizes their specific contributions, takes initiative to help in any circumstance, actively contributes to supporting improvements, and holds themselves accountable to the team as well as to partners.

What is the hiring process?

• Initial phone interview with Pattern’s talent acquisition team
• Video interview with a hiring manager
• Take home assessment/presentation with a panel of department leaders
• Final interview
• Professional reference checks
• Executive review
• Offer

How can I stand out as an applicant?

• Be prepared to talk about professional accomplishments with specific data to quantify examples
• Be ready to talk about how you can add value and be the best addition to the team
• Focus on mentioning how you would be partner obsessed at Pattern
• Be prepared to talk about any side projects related to data and analytics

Why should I work at Pattern and Amplifi?

Pattern offers big opportunities to make a difference in the ecommerce industry! We are a company full of talented people that evolves quickly and often. We set big goals, work tirelessly to achieve them, and we love our Pattern community. We also believe in having fun and balancing our lives, so we offer awesome benefits that include

• Unlimited PTO
• Paid Holidays
• Onsite Fitness Center
• Company Paid Life Insurance
• Casual Dress Code
• Competitive Pay
• Health, Vision, and Dental Insurance
• 401(k)

Pattern provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability, status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Pattern is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.