Senior Customer Success Manager

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

📋 Description

• Take ownership of a portfolio of clients and oversee the entire customer lifecycle, which includes onboarding, adoption, expansion, and renewals.

• Meet goals related to retention, growth, and customer satisfaction.

• Manage initiatives focused on customer retention and maintain strong client relationships.

• Collaborate with the new sales team and other internal departments to onboard new clients and act as a trusted advisor.

• Develop expertise in e-commerce and the entire suite of products offered.

• Deliver valuable insights to customers through data analysis and comprehensive reporting.

• Create success plans and facilitate quarterly business reviews at the executive level.

• Foster cross-functional relationships with users and executives across various teams and brands.

• Act as the primary day-to-day contact for your portfolio and take charge of client relationships.

• Ensure the maintenance and growth of customer revenue while achieving high levels of customer satisfaction.

⛳️ Requirements

• Bachelor’s degree or equivalent professional experience.

• Over 5 years of experience in high-volume account management or customer success in sectors such as digital media, e-commerce, technology platforms, or SaaS.

• Demonstrated ability to manage and expand a significant portfolio of clients while sharing best practices.

• Experience with major retailers, including Amazon, Best Buy, or Home Depot, is advantageous.

• Exceptional abilities in multi-tasking and setting priorities.

• Prior experience with compensation structures tied to sales/revenue and retention performance.

• Strong skills in relationship-building, customer success, technical expertise, and sales aptitude.

• Capacity to work remotely from within the United States.

🏝️ Benefits

• Flexible work-from-home arrangements

• 401K Match

• Flexible vacation

• Medical/Dental/Vision coverage

• 16 weeks of paid parental leave (US)

• Technical stipend

• Professional development programs

• Wellness programs

• Commission as part of the compensation structure