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 (SaaS)
Builds
Post-purchase automation platform for eCommerce merchants (shipping, tracking, AI delivery, returns)
Domain
SaaS / eCommerce
Required skills
commercial negotiations, executive stakeholder management, revenue ownership, strategic account management, business review presentation, cross-functional collaboration, onboarding leadership, mentorship
Preferred skills
eCommerce industry experience, technical solution understanding, multi-timezone communication
Technologies
Shopify, TikTok Shop, carrier integrations
Responsibilities
Lead complex commercial negotiations for renewals and multi-year agreements; develop proactive renewal strategies to defend and grow accounts; prepare executive-level business reviews (QBRs/EBRs); act as strategic voice of customers internally to shape product roadmap; lead onboarding for new strategic clients; mentor the broader CSM team.
Seniority
Senior, hands-on IC with mentorship responsibilities