FERMÀT is the AI native commerce platform that optimizes shopping experiences, leading to best-in-class shopper engagement and conversion. We help brands transform clicks into conversions with dynamic, personalized shopping experiences—built and optimized in minutes.

Backed by VMG, Bain Capital Ventures, Greylock, QED, and named The Information’s #1 commerce startup, we’re a 70+ person team based in SF, Austin, NYC, and Bangalore. As a fast-growing Series B company, we’re building the infrastructure for the future of online retail—and we’re just getting started.

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What You'll Do:

• Partner with our existing Customer Success team to scale our client success initiatives – we're looking for someone who brings serious hustle to the table.
• Drive customer satisfaction and retention like a champion, going above and beyond to ensure clients not only stay but thrive with our solutions.
• Run high-impact Monthly/Quarterly Business Reviews with stakeholders, turning data into action plans and contacts into champions
• Provide expert brand support and strategic guidance, helping clients maintain killer brand presence across all touchpoints and markets.
• Implement smart automation workflows and harness the power of Claude, ChatGPT and other generative AI technologies to streamline customer experience.
• Manage client relationships across US, EMEA & APAC markets with finesse, adapting your communication style and working flexibly across time zones.
• Analyze customer performance data and conduct CRO audits to pinpoint improvement opportunities that drive real business impact.
• Develop comprehensive Playbooks and SOPs tailored for various e-commerce verticals, plus support clients' Meta Ad Manager strategies with expert recommendations.

Who You Are:

• A dynamic go-getter who thrives in fast-paced environments and pushes the envelope when it comes to customer success – we love hustlers with serious drive.
• Proficient with generative AI tools and automation technologies, using them to innovate and enhance customer outcomes like it's your playground.
• Someone with exceptional project management chops who can juggle multiple US and EMEA clients while maintaining attention to detail and proactive work ethic.
• A strong communicator and collaborator who can build relationships across cultures and explain complex e-commerce strategies to diverse stakeholders.
• Experienced in the e-commerce sector with solid understanding of CRO principles and what makes online businesses tick – bonus points for Meta Ad Manager experience.

Skills to Know:

• Advanced proficiency with AI tools and automation technologies – these are your bread and butter
• Proven experience in customer success or account management with US/EMEA clients across multiple time zones
• Strong project management and communication capabilities across various teams, clients, and cultures
• Solid understanding of e-commerce ecosystem and online retail best practices
• Working knowledge of Data Visualization tools like Looker, Meta Ad Manager, and CRO experience will be preferred
• Ability to develop and codify best practices into Playbooks for operational excellence

Benefits

• Competitive salary + equity package
• Comprehensive health, dental, and vision insurance for you and all your dependents.
• Retirement benefits:
  • US: 401(k) plan with 4% matching
  • India: Provident Fund with 12% matching
• 4 months of paid parental leave
• Unlimited PTO policy (with minimum 5 days PTO / quarter!)