Senior Customer Success Manager

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

📋 Description

• Manage the entire renewal lifecycle for a portfolio of key e-commerce clients, which includes forecasting, developing negotiation strategies, and closing deals.

• Achieve gross retention and net revenue retention (NRR) objectives, with definitive responsibility for timely renewals and reduced churn/downsell.

• Proactively detect accounts at risk, formulate mitigation strategies, and coordinate with internal teams (Product, Engineering, Executive Sponsors) to address escalations before they affect renewal results.

• Carry an expansion quota and oversee the complete expansion process — from identifying opportunities to finalizing commercial agreements — covering additional modules, users, storefronts, regions, and premium service levels.

• Lead negotiations on renewals, expansions, multi-year contracts, and mid-term adjustments — focusing on pricing, discounting, contract duration, and protective clauses.

• Develop and maintain comprehensive strategic account plans for each top-tier client, detailing commercial objectives, stakeholder maps, whitespace evaluations, success metrics, and 12-24 month expansion strategies.

• Act as a trusted advisor and the main commercial liaison for your clients — the individual their executives reach out to first.

⛳️ Requirements

• 5-8 years of experience in customer-facing roles such as Customer Success, Account Management, or a combined CSM/AM position at a B2B SaaS organization.

• A proven commercial record — clear ownership of renewal and expansion quotas, with consistent achievement of NRR, GRR, and expansion ARR targets.

• Experience in e-commerce technology — prior roles within e-commerce or retail technology sectors.

• Proficient commercial negotiation capabilities — experience managing multi-year renewals, price adjustments, discount frameworks, and enterprise procurement processes.

• Strong strategic account planning skills — adept at developing joint success plans, stakeholder maps, whitespace assessments, and Executive Business Review narratives for enterprise clients.

• Professional executive presence — able to engage effectively with VP- and C-level retail/digital executives and articulate technical roadmaps in terms of business impact.

• Excellent analytical skills: Ability to interpret account data, identify trends, and form insights based on it.

🏝️ Benefits

• Health insurance

• Retirement plans

• Paid time off

• Flexible work arrangements

• Professional development