Senior Manager, Customer Success (Professional Services, eCommerce)

We’re growing and we are looking to add a Senior Manager, Customer Success (Professional Services, eCommerce) to our fast-paced and customer-obsessed Customer Success team.

We have the opportunity to deliver a differentiated customer experience with the level of expertise our team has in the Amazon space as well as our product, to drive meaningful results for our customers. Our customers need more strategic guidance to execute on their Amazon strategy. This is where you come in!

The goal of this role is to bring structure and repeatable processes resulting in a high performing CSM team that consistently delivers outsized results for our customers and does so efficiently, driving increased retention and growth.

About the Team: Our Customer Success team is transparent, passionate, and customer-centric, with a focus on accountability and first principles problem-solving. We're intrapreneurial, outcome-focused, and driven by a growth mindset, constantly seeking innovative ways to add value. Through close collaboration and diverse perspectives, we redefine excellence in customer experience, empowering each other to thrive.

Location: We’re a remote-first company and looking to hire this person anywhere between the PST - EST timezone across the US or Canada (excluding Quebec).

Interested in learning more? Let’s get into the details:

Day in the Life:

• Setting Clear Vision and Goals: Set a clear vision of success and what good looks like; aligning the team around key objectives and removing obstacles hindering team success.
• Crafting Playbooks: Develop comprehensive playbooks tailored to the customer journey, ensuring consistency and effectiveness in customer interactions.
• Coaching and Development: Listen to customer calls, conduct regular 1:1 meetings, and provide coaching to enhance team performance.
• Monitoring Progress: Review team progress against goals, identify top at-risk accounts, and prioritize actions to mitigate churn and seize growth opportunities.
• Structure and Process Improvement: Establish repeatable processes and playbooks to improve the customer and business outcomes.  
• Insights Sharing: Share key customer insights with Product and other GTM teams to drive enhancements and innovations in the product and customer experience.

Tech Stack:

• Churn Zero
• Salesforce
• PowerBI
• Pendo (in-app messaging)

Who You Are:

• Enterprise B2B SaaS Customer Success Leader: Proven track record in leading Customer Success teams in Enterprise B2B SaaS environments.
• eCommerce Experience: Deep understanding of the eCommerce landscape.
• Managed Services Expert: Experience in setting up and managing managed services, driving value for clients through premium support.
• Strategic Thinker: Possess a leadership mindset with strong business acumen, capable of thinking strategically to drive long-term success.
• People Developer: Skilled in coaching, mentoring, and developing team members to reach their full potential.
• Strong Communicator: Excellent verbal and written communication skills, with the ability to effectively convey complex ideas and solutions.
• Analytical: Proficient in data analysis and critical thinking, leveraging insights to inform decision-making and drive outcomes.
• Strong operational leadership:  Track record of success implementing methodologies, playbooks and best practices to establish operational frameworks, repeatable processes, optimizing efficiency and driving results.
• Critical Thinking: Experienced in analyzing complex situations and data to identify opportunities, anticipate challenges, and devise innovative solutions that drive customer success and business growth.
• Customer-Centric: Deeply committed to delivering exceptional customer experiences and driving customer-centric initiatives.
• Change Management: Experienced in navigating and leading teams through organizational change and process improvements.
• Bonus - Amazon Experience! You have deep expertise in the Amazon ecosystem.