Senior Customer Success Manager

True Fit

United States of America
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 03/03/2021
  • Website:
  • Company Address: 60 State Ste 12th Floor, Boston, MA, 02109

About True Fit

True Fit is a data-driven personalization platform for footwear and apparel retailers that uses rich connected data and machine learning to enable personal experiences for fashion retailers. It has organized the largest platform of apparel and footwear data through its partnerships with thousands of top brands, the world’s leading retailers, and millions of consumers.

Job Description

Who We Are

At True Fit, our mission is to make it easy to find what you love.

We've organized & connected the fashion market's data to decode personal style, fit and size and give retailers a unified view of consumers across the retail ecosystem. Over 250 retail sites use True Fit across the globe, as do 180 million consumers.

As our data collective continues to grow, so does our team! Let’s disrupt this $3 trillion industry together.

True Fit is looking for a Senior Customer Success Manager to manage accounts in the North America West Region. This is a remote role serving our retail customers primarily in the West.

Key Responsibilities

  • Owns a book of business which may include some strategic accounts
  • Ensure that customers derive maximum value from their investment in True Fit, utilizing all contracted solutions
  • Primary ownership and accountability for ensuring customer growth, satisfaction, and retention within the assigned accounts, which will include a small number of complex and high-value strategic clients. 
  • Build, maintain and execute account plans for each assigned account and coordinate appropriate internal XF collaboration for execution.
  • Develop strong relationships with all key decision-makers and influencers across individual accounts, from e-commerce to data science and merchandising teams.
  • Identify, develop, and recognize new opportunities for expanding your customer’s committed revenue.
  • Uncover and mitigate any risk that threatens your clients' growth, satisfaction, or renewal; conceive and execute risk mitigation plans through the Pulse and Scorecard process.
  • Own all primary Customer communication and resolve escalations with autonomy related to the services provided by True Fit
  • Collaborate effectively with the Sales organization to identify new opportunities and assist in closing incremental revenue and secure long-term renewals
  • Ensure ongoing adoption by the customer of the True Fit feature set
  • Build a solid base of referenceable customer contacts within your assigned portfolio

Desired Experience & Skills

  • You are a clear, confident, and compelling communicator — in writing, in conversation, and in front of an audience
  • You have strong critical thinking skills - the ability to constantly ask the ‘why’ and ‘so what’ questions to better understand your customers and partners, both internal and external
  • You are extremely perceptive and are highly emotionally intelligent, making you agile in adapting your executive presence and approach to any audience and personality
  • You have the ability to ruthlessly prioritize, manage stakeholder expectations, and ensures all key objectives and timelines are met
  • You are resourceful, scrappy, and creative — if a playbook doesn't exist yet, you go figure it out and build it for the whole team to use
  • You are confident in technical conversations — hearing “API” doesn't make you run and hide
  • Adept at moving quickly between low-level execution and high-level strategic thinking and organization
  • A passion for solving business problems with creativity, empathy, and pragmatism
  • Excellent interpersonal skills — you build trusted relationships with both customers and colleagues
  • Strong attention to detail
  • You live for your teammates and care deeply about the team's culture and shared principles, challenging and supporting one another every day, treating everyone with respect, and celebrating how each person's unique background, experience, and ideas make us all better individually and as a whole

Preferred Qualifications

  • 5-8  years demonstrated success in a dynamic, cross-functional, customer-facing role (SaaS preferred)
  • Proven track record of taking initiative to proactively identify & solve problems with autonomy and confidence
  • Experience in the retail industry, preferably in digital/ecommerce, fashion experience a plus
  • Experience working with distributed, co-located teams required
  • Ability to work independently and to collaborate effectively across functions as part of a team in a matrixed environment
  • Experience working with C-level executives in the enterprise cloud software market
  • Experience with  the development, execution, and overview of account plans
  • Experience with B2B SaaS models from the vendor side
  • Success working in a fast-paced, dynamic and creative environment with a rapidly growing company
  • Bachelors' degree in a related field required
  • Must be able to travel domestically and internationally up to 25% of the time

Why True Fit?

One size does not fit all in what you wear or your True Fit career. Everyone at True Fit has the opportunity to push their professional boundaries, while balancing personal ambitions.

We believe that how we dress is an expression of who we are and the confidence we feel. As an EEO employer, we work to help all team members experience an inclusive, diverse and accepting work environment, so you can be True To You. 

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.