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Join Our Team

Customer Success Manager

  • Customer Experience
  • New York, NY
  • Full Time

Variety Fun is looking for a bright, thoughtful, and goal-oriented Customer Success Manager to join our rapidly growing team in NYC. The Customer Success Manager is integral to the customer experience, and we're looking for someone who is as passionate about our business and people as we are.

 

Under your leadership, the Customer Success team will develop and implement best-in-class, scalable strategies with the goal of delivering an unexpectedly seamless, positive experience for all of our customers. You are exceptionally data-driven, and improve the customer experience through the continual improvement to our collections and processes and the technology that supports them.

 

Responsibilities

 

  • Grow a best-in-class and scalable Custom Success Team

  • Proactively advocate for the customer ensuring true customer-centricity

  • Ensure consistency in brand voice in every interaction across the Customer Success ecosystem

  • Build business cases for policy changes and process improvements supported by deep quantitative and qualitative insights

  • Develop data-driven, long-term strategies that bolster the relationship with our customers

  • Develop a technology roadmap that enables our systems to scale as we grow

  • Play a critical role in developing and executing overall company strategies, including growth into new channels, markets, collections, etc.

  • Build a comprehensive strategy around customer support channels including email, live chat, text message, and phone.

  • Create and implement improvements to the customer journey across every touch point, identifying and solving pain points along the way

  • Finding opportunities to improve CX processes and drive overall team efficiency. Partner cross-functionally with Variety Fun’s leadership team.

 

Qualifications

  • A Bachelor’s Degree

  • At least 4+ years of experience in strategy, operations, marketing, and customer experience

  • Highly strategic, analytical, and data-driven experience, experience in Food & Beverage is a plus

  • A big picture thinker who is also able to focus on the day to day, building out a long term strategy while keeping a thoughtful eye on the minutiae

  • You have the ability to translate complex topics in simple, non-technical terms that are meaningful to the business

  • You confidently deliver data-driven recommendations

  • You are a do-er that won’t stop at anything to deliver a best in class customer experience

Please email your resume with a cover letter to: careers@varietyfun.com