Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Manage a portfolio of enterprise retail clients as their trusted advisor.

• Foster and sustain executive and operational relationships with customers.

• Perform regular check-ins, Quarterly Business Reviews (QBRs), and strategic planning sessions.

• Oversee project management for post-go-live configuration updates.

• Provide customized training based on specific customer setups.

• Monitor time and milestones for invoicing and internal reporting purposes.

• Act as the primary contact for escalations and resolving issues.

• Work closely with Product and Engineering teams to relay customer requirements and close feedback loops.

• Keep documentation on customer environments current and comprehensive.

• Manage the renewal process and identify opportunities for sales expansion.

• Track and enhance customer health scores.

⛳️ Requirements

• 3–5+ years of experience in Customer Success, Account Management, or Implementation roles.

• Preference for candidates with SaaS experience.

• Background in retail, wholesale, or technology related to fashion/apparel.

• Experience managing high Annual Contract Value (ACV) customers ($50K+ ARR).

• Strong project management skills, including managing timelines, stakeholders, and risks.

• Excellent communication, collaboration, and empathy towards customers.

• Highly organized, capable of tracking time and managing multiple accounts concurrently.

• Experience in a fast-paced startup or high-growth SaaS environment is advantageous.

• Familiarity with product configuration or technical onboarding processes.

• Proficient in using HubSpot, Jira, or Zendesk.

• Previous experience with time-tracked billing or scoped services is preferred.

🏝️ Benefits

• 401(k)

• Health insurance

• Dental insurance

• Vision insurance

• 12 Paid Holidays per Year

• Discretionary Time Off

• Paid Parental Leave