About Faire

Faire is an online wholesale marketplace built on the belief that the future of retail is local. There are over 1M independent retailers in the U.S. and Canada doing more than twice the revenue of Walmart and Amazon combined. At Faire, we're using the power of technology and data to connect a growing community of over 150,000 brands and independent retailers around the world. Picture your favorite boutique in town — we help them discover the best products to sell in their stores. By empowering entrepreneurs with the right tools and insights, we believe that we can level the playing field so that small businesses can compete with big box and e-commerce giants. We’re looking for smart, resourceful and passionate people to join us as we power the shop local movement. If you believe in community, come join ours.

About this role

Faire's quality, depth, and breadth of brands are its strongest value to retailers. Our Brand Success team’s mission is to help our brands grow their wholesale businesses on Faire, by using all of Faire’s tools and optimizing their presence on Faire’s marketplace. Our Brand Success team is at the forefront of our growth as a company, enabling our brands to drive more and more of their wholesale business through Faire. 

We are quickly expanding our team of Brand Success Managers (BSMs - Account Managers) and are in need of an exceptional Senior Manager, Brand Success to lead a team of BSMs. Our BSMs are responsible for driving the success and growth of our brands on Faire. You are responsible for building and leading a team of BSMs to achieve the team’s quota.

This person will play an integral role on the Brand Success leadership team within Faire’s broader Sales organization - contributing to strategy and execution to drive brand adoption, health, growth, and retention with Faire. 

You communicate frankly - to customers, executives, peers, and direct reports. You are experienced at handling customers and coaching customer facing teams. You are a pro at prioritizing and looking around corners. You are data fluent and can recommend our next big investment by inferring trends from our critical metrics. Above all, you will be critical during this foundational stage of the company, and instrumental in making Faire the de-facto platform for brands to sell their products and for independent retailers to source amazing products for their stores.

This job is located in San Francisco and will report directly to the Head of Brand Success. While we are currently remote due to COVID-19, we are seeking candidates who are based in San Francisco OR who are willing to relocate upon our eventual return to the office (timing to be determined).

What you’ll do

• Lead a team of Brand Success Manager (BSMs - Account Managers) to achieve KPIs
• Attract, hire, train, coach, develop, and retain a best-in-class team of BSMs
• Build a team that wins, has fun, and lives by Faire’s values
• Support direct reports by participating in customer engagements, providing feedback and coaching
• Develop and execute a success strategy for your team - increasing brand adoption and growth
• Conduct weekly forecast and health meetings with BSMs
• Evolve & refine the success strategy, process, and tactics to improve performance
• Run strategic, cross-functional initiatives for the success team including planning, stakeholder alignment, communications, and change management
• Present key success initiatives and findings to senior leadership, advocating for resources as applicable
• Track, analyze, and communicate key success metrics and business trends to leadership to inform customer and business strategy
• Use the voice of our customers to drive improvement in our products and engagements; envision new and innovative ideas/approaches and take them to fruition
• Contribute to the overall vision and strategy of the Success organization

Qualifications

• 6+ years of experience in customer success, account management, sales, business development, or consulting - including 4+ years of people management experience
• Care deeply about our customers and making them successful
• Excited about building relationships, particularly with small businesses
• Comfortable and willing to be a hands-on contributor with customers
• Excellent interpersonal, leadership, organizational, listening, and communication skills
• Enjoys developing teams - invested in individuals’ growth
• Expertise in creating rigor around success metrics and managing yourself and/or others to drive to these metrics
• Knowledge and experience in success motions and/or sales processes
• Consistent track record of identifying customer needs and successfully executing solutions
• Able to work with and influence cross-functional teams and departments in an environment of rapid growth
• Analytical and data driven - can define KPIs and measure progress/success for your initiatives
• Excited to join and can operate in a fast-growth, high-potential environment

Why you’ll love working at Faire

• We are entrepreneurs: Faire is being built for entrepreneurs, by entrepreneurs. We believe entrepreneurship is a calling and our mission is to empower entrepreneurs to chase their dreams. Every member of our team is an owner of the business and taking part in the founding process.
• We are using technology and data to level the playing field: We are leveraging the power of product innovation and machine learning to connect brands and boutiques from all over the world, building a growing community of over 100,000 small business owners.
• We build products our customers love: Everything we do is ultimately in the service of helping our customers grow their business because our goal is to grow the pie - not steal a piece from it. Running a small business is hard work, but using Faire makes it easy.
• We are curious and resourceful: Inquisitive by default, we explore every possibility, test every assumption, and develop creative solutions to the challenges at hand. We lead with curiosity and data in our decision making, and reason from a first principles mentality.

Faire was founded in 2017 by a team of early product and engineering leads from Square. We’re backed by some of the top investors in retail and tech including: Y Combinator, Lightspeed Venture Partners, Forerunner Ventures, Khosla Ventures, Sequoia Capital, Founders Fund, and DST Global. We have headquarters in San Francisco and Kitchener-Waterloo, and a global employee presence across offices in Salt Lake City, Atlanta, Toronto, London and Sao Paulo. To learn more about Faire and our customers, you can read more on our blog.

Faire provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or gender expression.