Job Description

Who We Are

True Fit is the industry’s leading consumer experience platform leveraged by apparel and footwear retailers to decode fit and size and connect shoppers with only what they love. It has organized and connected the broadest footwear, apparel and consumer data in the world to provide best in class fit recommendations covering the industry’s brands and styles. The platform unites social, general and personalized fit guidance into one cohesive experience, driving shopper confidence and loyalty.

Through serving shoppers across its network of retailers’ websites, True Fit delivers rich datasets back to retailers to inform their strategies and initiatives – from marketing and merchandising to sourcing and product development.  These data sets serve a tremendous need in today’s shifting market – who is this new shopper and how can they be met with relevance?

True Fit is led by an experienced team of executives and leaders from fashion, retail, big data and ecommerce, and is backed by top investors.

True Fit is looking for a Customer Success Manager to work with our team in the US. True Fit is 100% remote, so you can work from almost anywhere!

Key Responsibilities:

• Owns a book of business which may include some strategic accounts
• Ensure that customers derive maximum value from their investment in True Fit, utilizing all contracted solutions
• Primary ownership and accountability for ensuring customer growth, satisfaction, and retention within the assigned accounts, which will include a small number of complex and high-value strategic clients.
• Build, maintain and execute account plans for each assigned account and coordinate appropriate internal XF collaboration for execution.
• Develop strong relationships with all key decision makers and influencers across individual accounts, from e-commerce to data science and merchandising teams.
• Identify, develop, and recognize new opportunities for expanding your customers committed revenue.
• Uncover and mitigate any risk that threatens your clients’ growth, satisfaction, or renewal; conceive and execute risk mitigation plans through the Pulse and Scorecard process.
• Own all primary Customer communication and resolve escalations with autonomy related to the services provided by True Fit
• Collaborate effectively with the Sales organization to identify new opportunities and assist in closing incremental revenue and secure long-term renewals
• Ensure ongoing adoption by the customer of the True Fit feature set
• Build a solid base of referenceable customer contacts within your assigned portfolio

Capabilities:

• You are a clear, confident and compelling communicator — in writing, in conversation and in front of an audience
• You are a planner – able to identify key deadlines, goals and plan in advance to get what you need for success
• You have the ability to ruthlessly prioritize, manage stakeholder expectations, and ensure all key objectives and timelines are met
• You are resourceful, scrappy and creative — if a playbook doesn’t exist yet, you go figure it out and build it for the whole team to use
• You are confident in technical conversations — hearing “API” doesn’t make you run and hide
• Adept at moving quickly between low-level execution and high-level strategic thinking and organization
• You have an analytical mindset and skill set
• A passion for solving business problems with creativity, empathy, and pragmatism
• Excellent interpersonal skills — you build trusted relationships with both customers and colleagues
• Strong attention to detail
• You live for your teammates and care deeply about the team’s culture and shared principles, challenging and supporting one another every day, treating everyone with respect, and celebrating how each person’s unique background, experience and ideas make us all better individually and as a whole
• You are passionate about your customers and their business. You keep your finger on the pulse of what is keeping them up at night, and how you can meaningfully add value to their role and business

Desired Skills and Experience

• 3-4  years of professional experience, in SaaS/enterprise software Account Management or Client Services managing portfolios of recurring revenue
• Digital Commerce industry experience and knowledge.  An understanding of the retail landscape is beneficial.
• Exposure to the development, execution, and overview of account plans
• Exposure to B2B SaaS models from the vendor side
• Demonstrated experience in identifying and mapping the customer org structure with ability to bridge turnover at any level of the organization
• Experience working with distributed, co-located teams required
• Excellent verbal and written communication and in-person and virtual presentation skills
• Ability to work independently and to collaborate effectively across functions as part of a team in a matrixed environment
• Success working in a fast-paced, dynamic and creative environment with a rapidly growing company
• Bachelors’ degree in a related field required
• Must be able to travel domestically and internationally up to 20% of the time
• A passion for solving business problems with creativity, empathy, and pragmatism
• Ability to work PST time zone is a plus

Why True Fit?

One size does not fit all in what you wear or your True Fit career. Everyone at True Fit has the opportunity to push their professional boundaries, while balancing personal ambitions.

We believe that how we dress is an expression of who we are and the confidence we feel. As an EEO employer, we work to help all team members experience an inclusive, diverse and accepting work environment, so you can be True To You.

Do you not meet every requirement? At True Fit, diversity amongst our leadership and individual contributor roles is regarded as a Key Performance Indicator and ingredient to our success. Our Diversity, Equity, Inclusion and Belonging (DEIB) principles are at the heart of daily decision-making processes for recruiting and promotions. If you’re excited about the role but your past experience doesn’t align “perfectly” with the job description details, we encourage you to apply anyway. You may be the right candidate for this or other roles – another way that you can be your TRUE you!

True Fit was also just recently acknowledged by Built in Boston who announced that True Fit earned spots on two lists for best places to work 2023!

• 50 Best Fully Remote Startups (#14 of 50)
• Best Fully Remote Places to Work (#78 nationally)

Built In determines the winners of Best Places to Work based on an algorithm, using company data about compensation, benefits and companywide programming. To reflect the benefits candidates are searching for more frequently on Built In, the program also weighs criteria like remote and flexible work opportunities, programs for DEIB and other people-first cultural offerings.

How to Apply

Job Categories: LGBT. Job Types: Full-Time. Salaries: 100,000 and above.

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