Senior Customer Success Manager
Core
Link between customer and modern commerce products, accountable for nurturing relationships, account health, and post-sales acquisition.
Role type
Senior Customer Success Manager
Builds
Trusted, strategic partnerships with customers to drive adoption and growth on composable commerce products.
Domain
B2B SaaS / E-commerce / Retail
Deliverable
client delivery
Required skills
Customer success/account management, technical SaaS environment experience, B2B contract understanding, value realization, executive communication, cross-functional collaboration, data-driven storytelling, account health metrics analysis
Preferred skills
Retail/e-commerce experience, Gainsight, Salesforce, LLM usage for insights, travel flexibility
Technologies
Gainsight, Salesforce, LLMs
Responsibilities
Support customers in making best use of composable products, advise on future technology and commerce stack, ensure customers understand business value of new features, identify customer KPIs and lead engagement, plan and carry out strategic business reviews, collect and communicate customer input for product development, support customers in growing business on products, contribute to customer/marketing events, retain customers and increase consumption, lead long-term department strategy, develop and mentor team members
Seniority
Senior, hands-on IC with strategic and mentorship responsibilities
