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Yotpo is seeking a Customer Success Manager to lead the post-launch phase of Yotpo Discover, an AI-powered platform that helps e-commerce brands understand and optimize their visibility across modern discovery experiences including AI search, LLM-driven answers, and shopping assistants.
In this role, you will own end-to-end customer relationships from onboarding through renewal, driving retention and expansion for a strategic product line. You'll be instrumental in building the Customer Success motion from the ground up—designing playbooks, success frameworks, QBR templates, and expansion signals that will scale with the product.
Key responsibilities include:
- Managing post-onboarding customer relationships through renewal in partnership with Account Managers
- Designing and scaling Discover's Customer Success framework, including optimization playbooks and early-stage customer programs
- Conducting SEO and AEO audits using Yotpo Discover, translating AI discovery insights into concrete, measurable recommendations
- Partnering with Product to shape roadmap direction through structured customer feedback and validation sessions
- Leading strategic QBRs and executive conversations that align customer goals with product direction
- Building multi-threaded relationships across customer organizations from operators to C-suite
- Proactively tracking adoption and performance, identifying risk early and driving resolution
You bring 3–5+ years of experience in Customer Success, Account Management, SEO, Growth, or Digital Strategy. Hands-on SEO background (agency or in-house) is strongly preferred. You're comfortable explaining AI search and modern discovery concepts to non-technical audiences, thrive in early-stage environments, and excel at managing complex customer relationships. You're analytical, data-driven, and an exceptional communicator with strong presentation skills.
This is a unique opportunity to shape what great Customer Success looks like for a new product at a high-growth company. The role is hybrid, typically 3–4 days per week in the Toronto office.
