Company Description

At Sana Commerce, we're committed to an inclusive environment and recognize that our diverse workforce is one of our greatest strengths. 

It all started in 2007, with a pizza and a plan. Sana Commerce is an e-commerce platform designed to help manufacturers, distributors, and wholesalers succeed by fostering lasting relationships with customers who depend on them. We’re a rapidly growing SaaS, so we’re always on the lookout for people to join our team who embody our 5 company core values: 

• Entrepreneurial 
• Result-driven 
• Customer-centric 
• Team spirit 
• Learning mindset 

At Sana Commerce, we’re looking for an experienced Customer Success Manager who will be responsible for ensuring the value and satisfaction of customers that leads to high renewal rates and expansion results. You will manage a portfolio of about 35 low/medium/high touch customers in North America and will work within the Americas Customer Success team.

What you'll get: 

• Personal development. We believe that as our company grows, our people should be able to grow with us. We value learning and development opportunities for all our employees. So, from learning on the job to training and coaching, it’s all there. Together with your manager, you are in charge of your own personal growth. 

• Onboarding and buddy program. It’s always quite new and exciting to start your next adventure. We value a strong onboarding. You will be joining our general onboarding, will be introduced to a buddy, and will get a role-specific onboarding as well. 

• Entrepreneurial environment. We are a fast-growing international scale-up organization in software. We encourage initiatives and ideas from our people. We like to accomplish things together as a team. 

• Health and well-being. We believe that every employee should be at their best, that’s why we want to offer you private healthcare and a contribution to fitness subscription. 

• Extra benefits: We offer flexible working hours, a hybrid working schedule, Friday afternoon drinks, Weekly lunch with your team, and monthly social activities.

Job Description

What you'll be doing: 

• Be in the lead of your own portfolio of c. 35 B2B customers in North America;
• Building and maintaining deeply rooted relationships with your customers;
• Creating personalized success plans and doing in-depth Business Reviews with your customers with the focus on creating value and/or saving costs; 
• Advising on their e-commerce strategy and how the Sana Products and Add-ons can help them achieve these objectives; 
• Optimizing the commercial outcomes of your accounts, and preventing churn by taking actions on identified risks;
• Be an internal advocate for your customers, as well as help our product grow by sharing feedback with our product teams. 

Qualifications

What you'll bring: 

• A bachelor’s degree;
• A minimum of 2 to 4 years of experience in customer success, account management, business development, sales, or related roles, preferably within a SaaS platform, (B2B) Tech, with complex products, integrations services or processes;
• Client-oriented and proactive approach in customer relationships (whether through written communication like email or text, during meetings or over the phone); 
• Strong analytic and communication skills;
• A passion for e-commerce. 

Job descriptions can be tough to interpret. Even if you may not tick all the boxes, please explain your motivation for the role of Customer Success Manager. We strongly encourage you to apply if you still feel like you are a great match for this role. Apply now! 

Additional Information

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