Customer Success Manager

Role Overview

The Customer Success Manager will own a portfolio of customer accounts throughout the post-sale lifecycle, building strong relationships with entrepreneurs, e-commerce operators, and business owners. They will guide new customers through onboarding and platform adoption, and develop customer success plans aligned with business goals.

What You Will Do

The Customer Success Manager will own a portfolio of customer accounts, serve as the primary relationship owner for assigned merchants, and build strong relationships with entrepreneurs, e-commerce operators, and business owners. They will guide new customers through onboarding and platform adoption, and develop customer success plans aligned with business goals.

Why It Might Be a Fit

The ideal candidate will have at least 2 full years of genuine post-sale customer success experience, demonstrated ownership of customer relationships after the initial sale, and direct experience with customer onboarding, product adoption, retention, renewals, or expansion.

Requirements

• At least 2 full years of genuine post-sale customer success experience
• Demonstrated ownership of customer relationships after the initial sale
• Direct experience with customer onboarding, product adoption, retention, renewals, or expansion
• Recent, substantive experience working with e-commerce businesses, online merchants, or merchant-facing commerce software
• Strong understanding of e-commerce business models and merchant operations
• Experience managing an assigned portfolio of customer accounts
• Ability to build and maintain long-term customer relationships
• Experience guiding customers through software onboarding
• Ability to help customers adopt and use SaaS products effectively
• Experience identifying customer concerns and retention risks
• Ability to support renewal and account growth conversations
• Strong written and verbal communication skills
• Experience working directly with business owners or customer decision-makers
• Ability to understand customer business goals and recommend practical solutions
• Experience managing customer escalations and coordinating internal follow-up
• Ability to collaborate with product, engineering, and support teams
• Strong organizational skills and attention to detail
• Ability to manage multiple accounts and competing priorities
• Experience using CRM or customer success management tools
• Ability to maintain accurate account notes and customer records
• Strong problem-solving skills and proactive communication
• Comfortable learning new software platforms and features
• Ability to work independently in a remote environment