Customer Success Manager

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Manage a portfolio of merchants while overseeing the entire customer success lifecycle: adoption, value realization, expansion, and renewal.

• Facilitate merchants' operational go-live and ensure early stability through tailored success plans.

• Promote the adoption of Portless platform features in alignment with merchant goals.

• Establish account success using measurable metrics for speed, cost, and delivery experience.

• Track volume trends and exception rates to proactively address potential issues.

• Conduct monthly and quarterly business reviews to showcase value and synchronize priorities.

• Discover opportunities for value-added services, including order protection and inventory financing.

• Engage in discovery sessions and develop ROI-focused business cases.

• Contribute to the creation of internal playbooks aimed at service-led growth.

• Recognize churn risks, formulate mitigation strategies, and assist in renewal forecasting.

• Handle complex escalations, perform root-cause analyses, and implement corrective actions.

• Advocate for merchant needs across Operations, Product, and Engineering teams.

• Deliver structured product feedback to help shape the roadmap.

⛳️ Requirements

• Proficient in English: Outstanding written and verbal communication skills for engaging with an executive audience.

• Over 3 years of experience in Customer Success, with a track record of managing renewals and growth outcomes in a comparable Account Management/Customer Success role.

• Strong knowledge of fulfillment, shipping, or e-commerce operations; experience with 3PL is highly preferred.

• Capability to analyze operational data, identify trends, and convert insights into actionable plans.

• Experience with services-led discovery and articulating value propositions.

• Merchant-first mindset coupled with a compassionate, team-oriented approach.

• Demonstrated strategic judgment and operational accuracy.

• Emphasis on creating repeatable systems instead of ad-hoc solutions.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and career advancement.

• Flexible working arrangements to promote work-life balance.