Senior Customer Success Manager
O
OrdergrooveSaaS, retail-tech, mar-tech
Anywhere in the USFull-TimeSenior
SalaryAt least 112,000 USD per year
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Job Details
- Experience
- 6+ years of customer management, account management, or vendor management experience
- Required Skills
- Project ManagementSalesforceShopifyPresentation skillsInterpersonal skillsRelationship buildingAccount ManagementSaaSGoogle Workspace
Requirements
- 6+ years of customer management, account management, or vendor management experience, ideally with time spent in SaaS, retail-tech, or mar-tech
- Experience owning a $3M–$7M+ ARR book of business, or a clear track record of managing portfolios of comparable scale and complexity
- Enterprise experience working for or with large, recognizable brands (think Amazon, Expedia, or similar); technology and SaaS companies in the e-commerce space are a strong plus
- Demonstrated ability to build and maintain relationships with senior executives, including VP and C-suite leaders (CTO, CMO, CFO, COO)
- Experience project managing complex initiatives and campaigns from inception to launch to evaluation and optimization
- Outstanding communication, interpersonal, and presentation skills, including communicating with executives, distilling complex data into clear narratives, navigating hard conversations with confidence, and commanding a room
- Experience in web-based business or retail industry experience that includes e-commerce on major platforms such as Shopify, Salesforce, BigCommerce, and Magento
- Prior experience working for or with agencies in the digital space
- Ability to manage competing priorities in a fast-paced environment
- Advanced skills in Google Suite
- Effectiveness in leveraging AI tools to drive business outcomes and increase company efficiency
- BS / BA degree required
Responsibilities
- Own a highly strategic $3M–$7M+ ARR book of business and drive retention, growth, and strategic outcomes across a portfolio of enterprise accounts
- Develop a deep understanding of your customers' businesses, including their objectives and success criteria for a relationship commerce program and how it fits into their long-term and short-term goals
- Take full ownership of your portfolio's health and results: anticipate blockers, drive action across internal and external stakeholders, and hold yourself accountable to outcomes, not just activities
- Build and maintain trusted relationships with senior stakeholders, including VP and C-suite leaders (CTO, CMO, CFO, COO), and navigate complex organizational landscapes with confidence
- Anticipate customer needs, identify key activities needed to push results, recognize interdependencies, and develop and manage project plans to ensure delivery of timely, high-quality customer programs and excellent customer service
- Educate customers on best practices and advise on strategies and tactics to steer relationship commerce program KPIs and exceed their business objectives
- Conduct comprehensive business reviews that demonstrate a deep understanding of your customer's subscription program goals and results and provide data-backed recommendations that will maximize program results
- Leverage scalable tools for asynchronous customer engagement in addition to leading effective dynamic customer meetings, remote and occasionally on-site
- Participate in and provide guidance for innovative cross-functional projects for your customer
- Support internal team members and share best practices to ensure that Customer Success team goals are met
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