Emperia Jobs

Client Success Manager

About Emperia

Emperia is an immersive commerce platform on a mission to reimagine the ecommerce space by enabling retailers to boost their online channels through virtual stores.. Operating at the intersection of web2 and web3, Emperia’s technology enables brands and retailers to build, manage and track their virtual experiences.

Having just raised $10m at Series A, they’re looking to build a new technology frontier of ecommerce through highly differentiated virtual experiences which extend brands' physical retail experience into the digital world, adding a layer of interactivity and personalization.

Emperia simplifies your omnichannel efforts, creating a metaverse retail store, so your loyal shoppers can find you wherever, whenever they are, in an exciting, yet familiar space that engages them, tells your story and ultimately generates sales.

With clients including Bloomingdales, Dior, Harrods and many more, this is just the beginning for them. Now expanding into the US and other geographies, they’re bringing a whole new meaning to virtual reality within retail.

Values

• Creativity - creative solutions are the key driver to product quality & company growth
• Making an impact - Prioritise activities that make the biggest impact on our customers.
• Drive - Passionate about what we do and see no obstacles in our way.
• Individual accountability - We are a team, but take full accountability for our own actions to drive ourselves, the team, and the company forward.
• Continuous learning - Learn new skills, invent new methods and approaches, and become better at what we do day by day.

Your role

We’re looking for an experienced Client Success Manager (3 - 7 years experience) to join our commercial team in NYC. You’ll be responsible for building the client success function from the ground up. You will work closely with our sales, marketing, and product teams to drive revenue growth and customer satisfaction.

Initially, as our commercial team grows in the US, the role will require you to be more hands-on and execute client success activities directly. However, as we scale, the focus will shift to building and managing the client success team.

Requirements:

• 3 - 7 years of experience in client success or account management roles in a B2B SaaS company, and experience in MarTech or eCommerce is a must.
• Strong understanding of the target audience and their needs.
• Proven track record of successfully managing and growing large enterprise clients.
• Strong leadership skills with the ability to motivate and inspire a team.
• Excellent communication and interpersonal skills.
• Strong analytical skills and the ability to use data to drive decision making.
• Experience working in a startup environment is a plus.
• Experience / passion for VR technology is a plus.

Responsibilities:

• Build the client success function from the ground up.
• Develop and implement a client success strategy that aligns with our company's objectives and goals.
• Build strong relationships with key stakeholders in client organisations and act as a trusted advisor to help them achieve their business goals.
• Collaborate with sales, marketing, and product teams to drive customer satisfaction and retention.
• Drive revenue growth by identifying opportunities for upsell and cross-sell, and working with the sales team to close new business.
• Establish and track KPIs and metrics to measure the success of the client success team and provide regular reports to senior management.
• As the team expands, you’ll start to lead a team of client success managers and provide mentorship, coaching, and feedback to ensure they meet and exceed their KPIs.

Benefits of working with us:

• Hybrid working environment with access to Soho Works in NYC
• 2 retreats a year to a surprise location with the entire Emperia team
• 33 days of annual leave, including UK Bank Holidays
• Development opportunities and funding for learning
• Lunch & Learns about interesting topics such as Burnout Prevention, overall Wellbeing, and endless other topics
• Healthcare & 401k provided