Director of Client Strategy - SMS


New York City, NY, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 02/13/2021
  • Website:
  • Company Address: 33 W. 19th Street, New York, NY, 10010

About Yotpo

Yotpo is the leading eCommerce marketing platform, helping thousands of forward-thinking brands like Rebecca Minkoff, MVMT, Bob’s Discount Furniture, and Steve Madden accelerate direct-to-consumer growth. Our single-platform approach integrates data-driven solutions for reviews, loyalty, SMS marketing, and more, empowering brands to create smarter, higher-converting experiences that spark and sustain customer relationships.

Job Description

As our Director of Client Strategy - SMS you’ll lead the team that enables customers to design and execute their SMS marketing strategy. We’re looking for a creative, customer-centric leader with proven success building and developing high performing teams. This position reports directly to the global VP of Customer Success.

This role will lead a growing team of Customer Success and Customer Strategy Managers. You’ll orchestrate hiring, onboarding, continuous training, development and success of the team, while helping Yotpo maintain its substantial YoY growth targets.

Additionally, you’ll collaborate with our Product, Sales and Marketing teams to maximize the SMS potential. Working alongside the VP of Customer Success and the GM of SMS, you’ll define goals, strategy and tactics as we expand our growth across industry verticals and geographies.

If you shop online, you’ve likely used Yotpo. We’re the leading eCommerce marketing platform, helping thousands of forward-thinking brands like Patagonia, Rebecca Minkoff, MVMT, Bob’s Discount Furniture, and Steve Madden accelerate growth and create loyal customers. We’re a Series E, Forbes Cloud 100 company and perennial Best Place to Work with offices in New York, London, Boston, Sofia, and Tel Aviv.

You Will:

  • Manage our Client Strategy team with a goal to successfully and consistently deliver ROI and value for our customers.
  • Hire and coach high-performing CSMs according to company values and methodology, to build a best in class CS team.
  • Build a creative, can-do culture, with a passion for providing an exceptional customer experience.
  • Own your team's metrics and goals, build and drive the plan to attain and exceed them.
  • Develop a trusted advisor relationship with key customer stakeholders  to fully understand our customers’ business strategies and measurements for success.
  • Work closely with internal teams including Yotpo’s executive team (Product, Marketing, Sales, Support, Professional Services) to align priorities, collaborate on customer needs and opportunities.
  • Collaborate with our Revenue Operations team to analyze and optimize every aspect of the day to day of your team.

Ideally You’ll Bring:

  • 5-7 years of experience in high growth B2B SaaS companies. 
  • Minimum of 3 years of managing high-performing large Customer Success or Account Management teams.
  • Proven success building customer relationships at senior level and handling escalations.
  • Data-driven, and accustomed to making decisions and strategies based upon those numbers.
  • Experience in marketing or advising customers on marketing strategy. 
  • Strong interpersonal skills.
  • Detail-oriented with the ability to set priorities and be flexible in a changing environment.
  • Excellent technical, written, communication and presentation skills.
  • A results oriented, highly motivated, enthusiastic attitude.

Bonus points for:

  • SaaS MarTech experience.

If you don’t meet 100% of the qualifications outlined above - that’s okay, nobody’s perfect! We believe in hiring people, not just skills. We encourage you to apply if you think this is a role that would make you excited to come into work every day.

About Yotpo:

  • 100% coverage of employee medical premiums; 90% coverage of dependent/family premiums.
  • Comprehensive dental, life, disability and vision coverage.
  • Generous PTO, holidays and flex days.
  • Company sponsored 401K matching.
  • Pre-tax Commuter and Healthcare benefits.
  • Paid leave for new parents and Dependent Care FSA.
  • Individualized career development, rewards and recognition.
  • Wellness and philanthropic programming and events.
  • In light of the global pandemic, all Yotpo teams are working in a remote capacity. When we return to the office, we expect we’ll be working in a hybrid model.

Yotpo’s employee-centric culture has consistently earned us coveted spots on Crain’s and BuiltInNYC’s Best Places to Work lists. Directly inspired by employee feedback, Yotpo programming includes diversity & inclusion efforts, a mentorship program, and affinity groups like Yotpo Cares and Women at Work. You’ll be working alongside awesome people where your voice is heard and your perspective is encouraged.

Yotpo champions diversity. We welcome and employ people regardless of race, color, ancestry, religion, gender, gender identity, 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.

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