Customer Success Manager (Ocean)

About Ocean

Ocean is a consumer membership that makes online shopping effortless. For just $4.95/month, members get free shipping, free returns, and free package replacement, all from one unified dashboard. Our mission is to make it easier for consumers to support the amazing independent brands they desperately want to, all without having to compromise on the convenience they've come to expect from larger retailers.

Spun out of Yotpo, we're an early-stage team building the membership layer for modern direct-to-consumer ecommerce. We've raised a $4.5m seed round to date, led by Bessemer Venture Partners (investor in Shopify, Anthropic, LinkedIn, and many more), and we're scaling our brand network and member base quickly. You can learn more about us at https://shopocean.co.

The Role

This isn't a CSM role in the traditional SaaS sense. Brands don't pay Ocean anything, so our incentives are directly aligned: the more a given brand’s customers sign up to Ocean, the more value a brand gets from Ocean, and the better Ocean does. Your job is to make that flywheel spin faster for every brand you own.

You'll get new brands live on Ocean, show them exactly how effective it can be for their business, and then work hand-in-hand with them to get the most out of it, driving more consumer signups in the process. You'll be the person brands trust to make Ocean work for them, and the person internally who understands what brands need to succeed.

This is a high-ownership, high-visibility role for a self-starter who's comfortable with ambiguity and rapid change, and who wants the direct, visible impact of joining a rapidly-growing company at an early stage.

What You'll Do

• Own brand implementation. Get new brand partners live on Ocean quickly and smoothly, from initial setup through launch.
• Prove the value. Show brands, with data and hands-on partnership, exactly how effective Ocean can be for their business.
• Drive adoption and expansion. Work with brands to maximize their use of Ocean's features, unlocking more value for them and more consumer signups for Ocean.
• Maximize consumer signups. Partner with brands on placement, messaging, and tactics that turn their shoppers into Ocean members.
• Be the relationship owner. Build trusted, long-term relationships with brand partners and act as their primary point of contact.
• Close the loop internally. Bring brand feedback back to the team and help shape the product and process as Ocean scales.

What We're Looking For

• Experience in customer success, account management, or brand partnerships, ideally in D2C, ecommerce, or SaaS.
• A track record of driving adoption and outcomes for partners or customers with a high degree of independence.
• Strong communicator who can build trust with brand partners and translate data into a compelling story.
• Scrappy and self-directed; you thrive with ownership and ambiguity in an early-stage environment.
• Genuinely excited about the direct impact you can have from joining a rapidly-growing company at such an early stage.

Nice to Have

• Experience working with Shopify or other ecommerce platforms.
• Background working directly with D2C or independent brands.
• Experience with lifecycle, growth, or marketing on the brand side.
• Located in NYC or Boston.

If you don’t meet 100% of the qualifications outlined above, that’s okay! We believe in hiring people, not just skills. If you have a passion to learn and are excited about eCommerce and technology, then we want to hear from you. 

Yotpo is for everyone, and we’re committed to anti-racist work. We welcome and employ people regardless of race, color,  gender identity, religion, genetic information, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status. We are proud to be an equal opportunity employer,  a place where your voice is heard and your perspective is encouraged. Come join us and help us build a global company where we're all proud to belong.

Base salary $100,000-125,000

In addition to base salary, this role includes a variable compensation component. 

Base salary ranges are determined by multiple factors unique to each candidate, including skills and local market benchmarks.