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Customer Success Manager, Retailer



Customer Service, Sales & Business Development
Posted on Saturday, December 2, 2023
Since experience comes in many forms, and imposter syndrome is real, we encourage you to apply even if you don’t think you check every box. Many skills are transferable and passion goes a long way. We know that diversity of thought makes for the best problem-solving and creative thinking, which is why we’re dedicated to adding new perspectives to the team.
About Us
At Novi, our mission is to enable the future of consumer product development for a healthier people and planet. As consumers continue to demand greater transparency and accountability for the products they use, sustainability is no longer optional. That’s why we’ve built a data-rich marketplace and formulation tools that have enabled consumer brands to bring thousands of products to market with more sustainable ingredients and packaging. While our roots are in the wellness and personal care category, we’re growing to serve a broader set of markets, including household cleaning, food, and more. The opportunity in front of us is vast (a $1.5T market), our mission is urgent, and we’re well-funded by top-tier VC firms (Defy, Greylock, and Tiger Global) making the investments required to achieve it. We’re looking for talented people passionate about sustainability to join us in building the future of consumer product development. If that’s you, let’s talk!
What We're Looking For
We’re looking for a Customer Success Manager to build trusted relationships in order to support and grow the business with our existing Retail partners as they build, administer, and evolve their sustainability programs. Reporting directly to our Head of Chemistry & Sustainability, you’ll lead our efforts to nurture and expand partnerships with our marquee retailers. Your goal will be to operationalize the onboarding, training, and launch process with newly signed retailers and provide ongoing day-to-day support as they implement and manage their sustainability programs through Novi. As sustainability programs are becoming larger drivers of revenue for our retail partners, you will need to be skilled at understanding the retailer’s business priorities and able to map Novi’s capabilities and the growth opportunities of the retailer’s sustainability program.
This is an exciting opportunity for someone who has a mix of customer success and growth experience at industry-leading Enterprise accounts and thrives in early-stage still-building-the-playbook environments. You are process-oriented to drive the success of the partnership while also thriving in relationship building and management. You’re energized by your external work with current partners and then just as energized to bring your learnings and customer feedback to your team within Novi’s virtual walls to build the next iteration of the product.
Responsibilities include:
Earn trust with our partners by building relationships, understanding their pain points, and helping them leverage their sustainability programs to drive new revenue
Deliver an exceptional experience across the Retailer’s lifecycle that helps them thrive on Novi and want to pay to take advantage of more and more of the platform.
Exceptionally creative at turning customers into advocates and in developing ways to harness their excitement and help them organically spread the word.
Expert of the Novi platform, helping our partners apply best practice strategies to achieve their sustainability program and business goals.
Work with our partners to set strategies and implement tactics to hit their goals
Drive onboarding, training, and deployment of best practices to help successfully bring our new retailers onto the platform
Take ownership of customer service requests through coordinating with the data, chemistry and technical support, and engineering teams to ensure requests are addressed quickly and with a high level of satisfaction
Build playbooks to activate the brands sold at the Retailer to join Novi – and increase the number of brands on Novi over time.
Be the voice of the customer, provide customer and market insight back to Novi’s leadership, product, and operations teams to help shape our offerings
About You
Bachelor's degree in Business, Marketing, Communication, Economics or related field
2-4 years of enterprise customer success experience in an early-stage growth environment (CPG retail experience is a major plus!)
An uncanny ability to build trust with and become a strategic partner to both executive and non-executive stakeholders in large corporations
A great listener who can internalize partners’ needs, challenges, and desires, and map that back to Novi’s offering and potential future offerings
A strong written and verbal communicator - and especially skillfull at listening and communicating with different stakeholders, personas, and business structures to build trust
Track record of strong project management skills and operational expertise with ability to anticipate and mitigate risks
A servant leader who teammates love working with and who elevates those around you
Willing to roll up your sleeves - you have an entrepreneurial spirit and are excited about taking ownership of your success in a a fast-paced startup environment where no job is below you
Low ego, high confidence - you are good at holding a high bar for yourself and others in an open, team-oriented approach
Relentless and resilient - you won’t let anything get in your way as we encounter all the challenges of changing behavior and transforming an industry
Passionate about sustainability and our mission to change the way consumer products are developed
Life at Novi
At Novi, we believe in self care and bringing our best selves to work. Novi's early team comes from a diverse set of backgrounds and domains, and we will continue to foster diversity and inclusion, since it is critical to achieving our mission. Come join us in building the future of consumer product development.
Full Time Employees at Novi enjoy:
Unlimited vacation time
Monthly flexible spend on PerkUp, covering anything from your cell phone bill to meals on Postmates
401k match
Remote hardware setup and WFH stipend
Robust paid parental/foster/adoption leave
Competitive salary, benefits, and equity packages for all employees