Customer Success Manager
New
C
CommerceE-commerce SaaS
United StatesFull-TimeManager
Salary71,645 - 121,164 USD per year
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Job Details
- Experience
- 3–5 years of experience in Customer Success, Account Management, Customer Growth, Consulting, Ecommerce, Sales, or another customer-facing commercial role.
- Required Skills
- Data AnalysisSalesforceCustomer SuccessAccount Management
Requirements
- Have 3–5 years of experience in Customer Success, Account Management, Customer Growth, Consulting, Ecommerce, Sales, or another customer-facing commercial role.
- Have experience managing a customer account portfolio with accountability for outcomes such as retention, renewals, adoption, growth, or revenue performance.
- Demonstrate the ability to build trusted customer relationships and influence stakeholders, including executive audiences.
- Be able to identify risks, navigate escalations, and execute retention strategies.
- Understand customer lifecycle management, success planning, account strategy, and value realization.
- Use customer insights, business metrics, and data analysis to inform decisions and improve outcomes.
- Demonstrate prioritization, proactive problem-solving, organizational skills, and follow-through in a fast-paced environment.
- Have the ability to identify customer expansion and commercial growth opportunities through strategic engagement.
- Bring strong negotiation skills for renewals, expansions, and protecting account value.
- Have exposure to enterprise-grade SaaS, ecommerce, or subscription-based environments.
- Preferred: experience with Gainsight and proficiency with Salesforce and Tableau.
- Preferred: familiarity with AI productivity tools such as ChatGPT, Claude, or NotebookLM, and with customer data, reporting, and analytics platforms.
Responsibilities
- Own a portfolio of customer accounts and deliver against net revenue retention targets through retention, expansion, renewals, and churn mitigation.
- Develop and execute strategic success plans aligned with customer goals, measurable outcomes, and growth opportunities.
- Drive customer value realization, product adoption, engagement, and long-term account health.
- Identify expansion opportunities and partner with Sales on upsell, cross-sell, and account growth initiatives.
- Lead proactive renewal planning and commercial engagement to maximize renewals and reduce revenue attrition.
- Manage the customer lifecycle from onboarding and adoption through renewal and expansion.
- Lead customer escalations by coordinating stakeholders, communicating clearly, and driving timely resolution.
- Identify customer and commercial risks, then execute mitigation, recovery, and retention plans.
- Partner with Sales, Product, Support, Operations, and Leadership, bringing customer insights into internal recommendations.
- Maintain account plans, CRM hygiene, forecasting accuracy, and portfolio risk visibility.
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