Customer Success Director

MikMak is looking for a proven Customer Success leader to manage our relationships with some of the world’s leading marketers. This position includes responsibilities for client on-boarding, support, analysis and strategic consultation, as well as the commercial aspects of account management -- renewing and expanding client relationships.

A successful candidate for this role has built collaborative client relationships from the working level up to the CMO, is excited about the future digital commerce and media, is comfortable in a dynamic startup environment, and will bring energy and passion to everything they do. This position reports to the SVP of Operations but is highly cross-functional, interacting closely with our Business Development and Product teams.

RESPONSIBILITIES

Deliver value for MikMak’s clients
  • Ensure that all CSMs (and the broader MikMak team) deeply understand our customers’ businesses and objectives, and are positioned to serve as trusted advisors
  • Establish and optimize processes to onboard new clients and help them get the most out of the platform, defining success for our clients and for MikMak at each stage of the customer relationship
  • Drive adoption of new products and features
  • Oversee client reporting and ensure that weekly reports and major client presentations are accurate, insightful and actionable
  • Establish escalations process, and personally manage escalations from your direct reports
  • Build a bank of joint case studies: gain client buy-in and develop content

Grow and retain client relationships
  • Define the path to renewal / upsell at each of our clients, and build the client and agency relationships necessary to close new business within our installed base
  • Optimize the customer lifecycle, working closely with BD to define, execute and continually refine the sale-to-renewal process
  • Help create and deliver client reporting that reinforces MikMak’s value proposition and creates a business case for renewals / upsells
  • Deploy a land-and-expand strategy with our multi-brand portfolio clients, leveraging initial success stories to drive broad adoption of MikMak across brands

Build and develop the Customer Success team
  • Evaluate needs, recruit and retain top talent
  • Ensure that CSMs deeply understand our customers’ businesses and objectives, and are positioned to serve as trusted advisors
  • Encourage continuous learning within team, and identify opportunities to develop critical skills across the team
  • Foster collaboration across the team to share best practices and tackle CS-wide and company-wide projects

Inspire customer success across company
  • Create a company-wide culture of Customer Success, serving as the #1 advocate for our customers within MikMak
  • Inform the product roadmap based on customer input

WHO YOU ARE:
  • 7+ years building amazing customer relationships in roles with progressively increasing responsibility, including significant exposure to CMOs / other senior leaders
  • 2+ years managing high-performing teams of CSMs / Account Managers
  • A proven leader, exceptional communicator, and compelling presenter with an unbreakable resolve and excellent negotiation skills
  • Well-versed in all things eCommerce and digital media
  • Empathetic, humble and hungry
  • NYC based or ready to relocate to the best city on Earth

BENEFITS:
  • Cash + Equity
  • Health insurance
  • Free lunch at least once a week
  • Yearly stipend to take a class that enriches your life outside of work

WHO WE ARE

MikMak’s mission is to create native commerce experiences for the social video generation. We believe the future of shopping is rooted in social video and we enable brands to connect to the next generation of shoppers, video shoppers. Contact us if you're looking to create, scale and measure video commerce.

MikMak’s Founder & CEO is Rachel Tipograph, the former Global Director of Digital & Social Media at Gap. Rachel has been recognized as a leading innovator across the globe, including Forbes’ "30 under 30 Who Are Changing The World", Marie Claire’s "50 Most Influential Women in America," and Fast Company’s "Most Creative People in Business."

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