Dropit is a pioneering omnichannel retail technology company that unifies brands’ physical and online inventory. Founded in 2016, Dropit operates in the US, UK, Canada and Europe, allowing brands to sell in-store inventory online, transform physical locations into last-mile distribution points and source orders to locations closest to the customer, thereby reducing the environmental impact of the retail industry.

We are a fast growing start-up building our Client Success and Account Management team here in Austin, TX. The Senior Client Success Manager we hire will be an integral part of our team, and will ideally have leadership aspirations in mind for their future. While hands-on account management will be the initial focus of this position, we’re looking for someone interested in growing their career as we grow our business. In collaboration with our CRO you’ll have the opportunity to drive customer engagement and satisfaction to new heights, define revenue growth and retention strategies, and help us build a world class SaaS Client Success team from the ground up. Ultimately, you'll lead the way to success for Dropit customers as we deliver services to support their eCommerce and brick & mortar stores, add efficiency to their fulfillment operations, and enhance the shopping experience for consumers in-store and online in new and innovative ways.

In this role you will:

Build strong relationships with new and existing Dropit clients
Onboard new customers quickly and efficiently
Provide general training, platform navigation, and program support to all client
Analyze data, build slides/reports, and deliver impactful QBRs, training, and other client-facing presentations as needed
Look for opportunities to maximize engagement and enable early success with our products
Proactively partner with our Sales team to identify upsell opportunities and increase revenue
Be the driving force behind client strategy through active listening, in-depth knowledge and understanding of each account, well-organized and meaningful outreach, surfacing insights, making suggestions, and ultimately forging genuine partnerships with our customers
Champion each client and work diligently on their behalf to provide ongoing support as questions emerge and issues arise
Develop customer loyalty by establishing yourself as a strategic and reliable partner
Ensure Dropit clients enjoy fast time-to-value and clearly see ROI generated by our solutions
Monitor client engagement and work to maintain regular product usage
Recognize at risk accounts and proactively engage to prevent churn
Keep a "high-level view" of the entire support process with continuous improvement in mind
Develop case studies and success stories our Marketing and Sales teams can share with prospective clients
Foster a customer-centric team environment through mutual accountability

Skills and experience necessary for success:

5+ years experience in Client Success or Account Management (SaaS and/or eCommerce preferred)
Experience working with retail brands a plus
Proven ability to cultivate business relationships through excellent communication skills
Able to effectively manage and navigate multiple complex and strategic projects concurrently
Comfortable offering feedback and suggestions senior leaders both internally and externally
Excellent problem-solving skills and a passion for exceeding client expectations
Technical skills required to navigate the use of our platform, tools, applications, and systems

Why Dropit?

Competitive compensation
Friendly and supportive work environment
Paid vacation time
Paid holidays and sick leave
Extensive benefits package (full-time employees only)

Equal Opportunities

We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our values. Our goal is to ensure that Dropit upholds an inclusive environment where all people feel that they are equally respected and valued. We welcome applicants of any educational background, gender identity and expression, sexual orientation, religion, ethnicity, age, citizenship, socioeconomic status, and disability.