Senior Client Success Manager
New
E
ESWEcommerce
Remote USAFull-TimeSenior
Salary$105,000.00 to $135,000.00 annually + bonus + benefits
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Job Details
- Experience
- 7+ years of relevant CSM experience
- Required Skills
- Data AnalysisSalesforceMicrosoft ExcelRelationship management
Requirements
- 7+ years of relevant Customer Success Management experience with enterprise customers.
- Strong commercial acumen with experience identifying growth opportunities and negotiating business outcomes.
- Deep understanding of ecommerce operations, international logistics, cross-border commerce, and payment trends.
- Technical proficiency with API-based integrations and ecommerce platforms such as Shopify, Salesforce Commerce Cloud, or Adobe Commerce.
- Experience delivering executive-level business reviews and presenting strategic recommendations to senior stakeholders.
- Ability to influence cross-functional teams in a matrixed environment.
- Strong analytical capabilities using data to drive business recommendations.
- Advanced proficiency with Salesforce, Excel, PowerPoint, and business intelligence/reporting tools.
- Familiarity with AI adoption and automation technologies like Microsoft Copilot.
- Experience mentoring team members and contributing to organizational capability building.
Responsibilities
- Own a portfolio of strategic enterprise clients, driving revenue growth, retention, adoption, and customer satisfaction.
- Develop and execute account strategies that identify expansion opportunities, mitigate risk, and maximize long-term customer value.
- Lead Executive Business Reviews (EBRs), Quarterly Business Reviews (QBRs), and strategic planning sessions with client stakeholders.
- Act as the primary point of contact and trusted advisor for client leadership teams, providing guidance on ecommerce strategy, industry trends, and ESW capabilities.
- Analyze customer performance data and develop actionable recommendations to improve commercial outcomes and operational efficiency.
- Lead cross-functional initiatives involving Delivery Services, Operations, Product, Engineering, Sales, and Finance to ensure successful delivery of client objectives.
- Drive onboarding, implementation, and adoption activities for new customers and new product launches within existing accounts.
- Maintain deep expertise in global ecommerce, cross-border trade, industry innovation, and ESW solutions.
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