Account Manager/Customer Success

Position Overview:

The Account Manager will be responsible for enhancing customer engagement, retention, and satisfaction for our consumer app. This role will oversee and optimize the customer journey from onboarding to renewal, leveraging HubSpot to manage customer communications, track behavior, and analyze performance. The Account Manager will define, monitor, and act on key metrics to continuously improve the customer experience.

The ideal candidate will have at least some experience within wine and be comfortable talking to collectors from around the globe. They will have experience in account management (or similar role) with a verifiable track record of success. CellarEye is a startup which means the candidate must be well-organized, and a self-starter who can id and rectify issues in real-time. This is a very fast paced, highly collaborative position that reports directly to the CEO but also works very closely with everyone else in the organization as the champion of the user experience.

The bottom line is that CellarEye is looking for someone who intuitively understands customer service, is highly methodical, and loves building things with equally enthusiastic teammates. If successful in this role, it's a huge opportunity to grow your career and have fun doing it. Wine is pretty fun...

• Unlimited PTO
• Generous Employee Stock Options
• Hybrid office/WFH

Key Responsibilities:

• Customer Journey Management: Oversee and optimize the entire customer journey to enhance engagement and reduce churn. Align onboarding, engagement, and renewal programs with business goals and customer expectations, ensuring a seamless lifecycle experience.
• CRM Management: Manage HubSpot to track customer interactions, automate workflows, and provide real-time data. Leverage analytics to monitor onboarding, engagement, and retention, streamlining communications and improving customer experiences.
• Customer Metrics & Analysis: Define and track metrics like customer health scores, NPS, and churn rates. Use insights to identify at-risk customers, upsell opportunities, and drive improvements through actionable feedback and usage analysis.
• Relationship Management & Retention: Act as the primary contact for customer inquiries and escalations. Conduct regular check-ins and feedback reviews to address needs, drive adoption, and maintain satisfaction.
• Cross-functional Collaboration: Partner with product, marketing, and support teams to integrate feedback into improvements and strategic initiatives. Collaborate on campaigns, events, and educational content to enhance customer success.
• Continuous Improvement: Regularly optimize processes to adopt best practices and drive retention. Provide leadership with insights and recommendations to shape customer success strategies.

Qualifications:

• Bachelor's degree or equivalent experience
• Wine knowledge/experience big plus
• Highly methodical
• Highly Empathetic
• 2+ years of proven experience in Customer Success, Account Management, or sales roles
• Proficiency with HubSpot CRM, customer success tools, and data analytics platforms.
• Ability to work independently, prioritize tasks, and handle customer inquiries effectively.
• Must be able to work from Menlo Park Office at least 3 days a week.

CellarEye is the most advanced and easy to use wine cellar inventory management system on the market. In addition to our Computer Vision system, we just launched our global wine collector product, CellarEye Premium. CellarEye is an ambitious start-up that is dead set on massively reducing friction in the wine collector experience and revolutionizing an otherwise stagnant space.