Senior Enterprise Customer Success Manager
Core
Own end-to-end success of strategic enterprise eCommerce accounts, driving Net Dollar Retention, minimizing churn, and leading commercial negotiations for renewals and expansion.
Role type
Senior Enterprise Customer Success Manager (Strategic Account Owner)
Builds
Post-purchase automation platform for eCommerce merchants (shipping, tracking, AI delivery prediction, returns)
Domain
SaaS / eCommerce
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Commercial negotiations, revenue ownership (retention/expansion), executive stakeholder management, multi-threaded account mapping, executive business review presentation, cross-functional collaboration, onboarding leadership, prioritization in growth environments
Preferred skills
eCommerce industry experience, technical solution explanation, storytelling with data/ROI
Technologies
Shopify, TikTok Shop, 1,400+ carrier integrations
Responsibilities
Lead complex commercial negotiations for renewals, upgrades, and multi-year agreements; Develop proactive renewal strategies to identify risk and defend accounts; Prepare and present executive-level business reviews (QBRs/EBRs) connecting product impact to business outcomes; Act as strategic voice for customers internally to shape product roadmap; Mentor broader CSM team on commercial conversations and executive engagement; Lead onboarding for new strategic clients to ensure fast time-to-value
Seniority
Senior, hands-on IC with mentorship responsibilities
