Customer Success Manager

Customer Success Manager – Ecommerce

Compensation: Up to $115K base | $145K OTE

Location: NYC – 4 days onsite

About the Role

Our client, an ecommerce technology company, is hiring a Senior Customer Success Manager with a strong ecommerce background to retain and grow relationships with brands generating $25M–$100M in annual Gross Merchandise Value (GMV), particularly across fashion, apparel, and jewelry.

You’ll combine strategic account ownership with hands-on technical support, building senior-level relationships, managing renewals, and identifying expansion opportunities. Experience working directly for an ecommerce or DTC brand is highly valued.

What You’ll Bring

• 5+ years in Customer Success or a comparable client-facing role, with strong ecommerce experience.
• A background supporting or working within ecommerce brands, ideally in fashion, apparel, or jewelry.
• Familiarity with Shopify, Salesforce Commerce Cloud, or similar ecommerce platforms.
• Hands-on technical support experience and confidence troubleshooting issues across ecommerce technology stacks.
• Experience managing complex SaaS or fintech accounts with $100K+ annual contract values.
• A track record of retaining and growing accounts, owning renewals, and navigating challenging conversations with executives and VPs.

What You’ll Be Doing

• Own account health, retention, and growth across a portfolio of established ecommerce brands.
• Build senior-level relationships and lead business reviews focused on results, risks, and growth opportunities.
• Serve as the first line of support, troubleshooting technical issues and coordinating with Product and Engineering.
• Proactively address churn risks and manage customer escalations.
• Lead renewals from planning and negotiation through signature, while identifying expansion opportunities.
• Share actionable customer feedback with Product and Engineering.
• Partner with onboarding to support customer success and maintain accurate account records in Salesforce.

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