Senior Customer Success Manager

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

📋 Description

• Take ownership of the entire renewal lifecycle for a portfolio of key e-commerce clients, which includes forecasting, negotiation strategies, and finalizing deals.

• Achieve gross retention and net revenue retention (NRR) goals, with clear accountability for timely renewals and reduced churn or downsell.

• Proactively pinpoint at-risk accounts, develop mitigation strategies, and engage internal resources (Product, Engineering, Executive Sponsors) to address escalations before they affect renewal results.

• Manage an expansion quota and oversee the entire expansion process — from identifying opportunities to closing commercial agreements — across additional modules, users, storefronts, regions, and premium service tiers.

• Create and sustain comprehensive strategic account plans for every top-tier client, encompassing commercial objectives, stakeholder maps, whitespace analysis, success metrics, and 12-24 month expansion roadmaps.

• Act as the trusted advisor and primary commercial contact for your clients — the first person their executives reach out to.

⛳️ Requirements

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

• Proven success in commercial performance — demonstrated responsibility for renewal and expansion quotas, consistently achieving NRR / GRR / expansion ARR targets.

• Familiarity with e-commerce technology — prior experience in the e-commerce or retail technology sector.

• Proficient commercial negotiation skills — experience managing multi-year renewals, pricing adjustments, discount structures, and enterprise procurement processes.

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

• Executive presence — capable of engaging effectively with VP- and C-level retail/digital executives and translating technical roadmaps into business value.

• Strong analytical skills: You can interpret account data, detect patterns, and formulate insights from it.

🏝️ Benefits

• Health insurance

• 401(k) matching

• Paid time off

• Remote work options