Upmarket Customer Success Manager (Discover)
Posted Updated
Description
- Own post-onboarding customer relationships through renewal, driving retention and expansion in close partnership with Account Managers and Customer Success teams across product lines
- Help design and scale the Discover Customer Success motion, including optimization frameworks, success plans, QBR templates, expansion signals, and early customer playbooks
- Lead SEO + AEO audits using Yotpo Discover, translating AI discovery insights into concrete recommendations and measurable outcomes for customers
- Partner deeply with Product to shape roadmap direction through structured customer feedback, use cases, and validation sessions
- Lead strategic QBRs and executive-level conversations that align customer goals with Yotpo’s roadmap
- Build strong, multi-threaded relationships across customer organizations—from day-to-day operators to C-suite stakeholders
- Proactively track adoption and performance, identifying risk early and leading resolution strategies when challenges arise
Benefits
- Private healthcare, dental and optical included
- Pension contribution
- Voluntary death in service policy
- Cycle to work scheme
- Generous PTO, volunteer days, holidays and flex days
- Individualized career development, rewards and recognition
- Wellness and philanthropic programming and events
- Hybrid work model
- Strategic advisor with experience managing complex customer relationships and engaging executive audiences
- Exceptional communicator and storyteller with strong presentation skills
- Hands-on SEO background is a plus (agency or in-house strongly preferred)
- Analytical and data-driven, using insights to measure performance and demonstrate business impact
- 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
- Comfortable explaining AI search, LLM-driven answers, and modern discovery concepts to non-technical stakeholders
- Builder mentality—thrives in early-stage environments and excited to create structure where none exists
- 3–5+ years of experience in Customer Success, Account Management, SEO, Growth, or Digital Strategy