Senior Customer Success Manager

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

📋 Description

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

• Develop and sustain strong relationships with both executive and operational stakeholders.

• Conduct regular check-ins, quarterly business reviews (QBRs), and strategic planning sessions.

• Oversee project management for configuration updates following customer go-live.

• Provide customized training tips and tricks tailored to specific setups.

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

• Act as the primary contact for escalations and resolution of issues.

• Work collaboratively with Product and Engineering teams to convey customer needs and ensure feedback loops are closed.

• Keep documentation of customer environments up to date.

• Manage the renewal process and identify expansion opportunities for the Sales team.

• Track and enhance customer health scores.

⛳️ Requirements

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

• Knowledge of the retail, wholesale, or fashion/apparel technology sectors.

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

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

• Exceptional communication, collaboration, and customer empathy skills.

• Highly organized with the ability to track time and manage multiple concurrent accounts effectively.

🏝️ Benefits

• 401(k)

• Health insurance

• Dental insurance

• Vision insurance

• 9 Paid Holidays per Year

• Discretionary Time Off

• Paid Parental Leave