Customer Success Manager
Core
Manage a strategic portfolio of 100+ eCommerce merchant accounts, driving Net Dollar Retention (NDR) through a hybrid approach of automated scaling and high-touch executive engagement.
Role type
Senior Customer Success Manager (Hybrid-Scale)
Builds
Automated success playbooks and high-impact QBRs for top-tier accounts
Domain
SaaS / eCommerce / Post-purchase automation
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Net Dollar Retention (NDR) ownership, Quarterly Business Review (QBR) leadership, account health scoring, automated sequence refinement, executive presentation delivery, CS platform segmentation
Preferred skills
Experience managing 50+ accounts, proficiency with AI tools (Claude, ChatGPT, Gemini), builder mentality for workflow creation
Technologies
Hook, Planhat, Gainsight, Claude, ChatGPT, Gemini
Responsibilities
Own health and growth of total book of business; Lead QBRs and success planning for ~20% of accounts; Drive adoption, renewals, and expansion; Identify and save at-risk accounts using health scores; Refine automated sequences for the remaining 80% of accounts
Seniority
Senior, hands-on IC
