Ocavu is a high-growth tech firm that leads in the webAR space and specializes in creating, hosting and deploying 3D/AR assets so customers can see a product in their home at the click of our embedded technology. Ocavu's patented 3D/AR infrastructure solution is used by many global brands, such as Meta, Nestle, Lego, and Wolverine. We have a seven year track record of building ambitious technology quickly. Come join us as we revolutionize the way customers interact with a brand's product forever.

As a member of the Ocavu’s customer success organization, the Customer Success Manager is responsible for engagement value delivered to Ocavu’s customers. A successful candidate will orchestrate the customer journey through proactive engagement strategies, guide Ocavu’s clients to their desired outcomes, and drive value. By monitoring the health of the customer relationship, the CSM will predict and navigate customer challenges and offer solutions that drive satisfaction, retention, and additional enrichment opportunities.

Responsibilities:

● Your #1 priority is helping our customers be successful with our product & ultimately their business

● This includes getting each customer successfully set up, communicating KPI status, and recommending products or services that could help the customer be more successful

● You'll be responsible for the retention by combatting churn and expansion KPIs at Ocavu, including: activation rate, retention rate, and time to completion for ongoing support

● Engaging new customers proactively to make sure they are on the road to success with Ocavu

● Becoming a keen, passionate expert in all things related to analytics, e-commerce platforms (e.g.Shopify, WooCommerce, etc.), usage optimization, and customer success

● Collaborate with our product team to build better products

● Our most important clients' feedback is very important for us - you'll help us translate their feedback into feature requests

● You'll use your learnings to produce case studies and develop new marketing use cases

● Follow all of Ocavu’s processes and guidelines around client management and tracking implementations and best practices

● Owning the entire customer lifecycle starting with the sales hand-off point, up until the renewal and beyond that

● Cross functionally develop strategic plans with customer-facing teams to ensure customer expectations are exceeded and aligned

Qualifications:

● 3 years of SaaS B2B experience in a customer-facing success role (Customer Success, Support, or Account Management)

● You're willing to learn new skills and adapt to changes

● You consider yourself tech-savvy, a confident speaker, and efficient with SaaS applications

● You're comfortable discussing technical elements of websites and e-commerce platforms

● You're always thinking about the customer first and taking the initiative to fix the root cause of customer support issues

● Monitoring and measuring customer health and proactively mitigating risk

● You’re independent, self-motivated, and can stay efficient and productive without someone looking over your shoulder all day long

● You are capable of seeing the bigger picture, and you are not afraid to embrace transformation through change

● Ability to build relationships with key stakeholders to identify opportunities for stronger, long-lasting partnerships

● Ability to identify gaps in processes and quickly propose sustainable and scalable solutions

● Strong presentation creating and delivery skills and ability to establish credibility with customer stakeholders

● Exceptional multi-tasking and context-switching capabilities

● Strong collaboration and communication skills

● Experience in working in a startup environment

● The desire for committing to over-delivering and following up with customers to make sure they’re successful

Accountable: You will own the development of Studio, Manager, and Marketplace products

Supervisor: VP, Global Sales & Customer Experience

Compensation:

● Market Comp

● Stock Options

● Commission

● Standard Benefits

● Unlimited vacation policy and flexible working hours - good work-life balance goes a long way

● A hard-working and dedicated team that is fun to work with

Core Hours: We are spread across a few time zones so “office hours” may vary, but our core hours we like everyone to be available is 8:30-3:00 MT.

Location: Lehi, UT but we all work fully remote day to day with optional monthly in-person meetups for lunch and team building activities.

Next Steps: If you have these skills, deliver results, are a strong team member, and like to learn, then we would like to potentially work with you.

Please include a cover letter and references with your resume.

Job Type: Full-time

Pay: $60,000.00 - $90,000.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Paid time off
• Parental leave
• Vision insurance

Schedule:

• Monday to Friday

Education:

• Bachelor's (Preferred)

Experience:

• customer success: 3 years (Preferred)
• SaaS B2B: 3 years (Preferred)

Work Location: One location