Customer Success Manager
Core
Own and grow a hybrid portfolio of named and scaled SaaS ecommerce accounts, driving Net Revenue Retention (NRR) through strategic account management and scalable digital engagement programs.
Role type
Senior Customer Success Manager (Hybrid High-Touch & Scaled)
Builds
SaaS ecommerce platform (BigCommerce, Feedonomics, Makeswift) for merchants of all sizes
Domain
B2B SaaS / Ecommerce / AI-driven commerce ecosystem
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Net Revenue Retention (NRR) management, hybrid portfolio ownership (named + scaled), strategic account planning, lifecycle program execution, churn mitigation, cross-functional partnership, data-driven decision making, executive stakeholder management
Preferred skills
AI tool proficiency (ChatGPT, Claude, NotebookLM), ecommerce industry knowledge, CRM platforms (Salesforce), Customer Success platforms (Gainsight), enterprise SaaS experience, lifecycle campaign strategy
Technologies
Salesforce, Gainsight, ChatGPT, Claude, NotebookLM
Responsibilities
Achieve NRR targets through retention, expansion, and renewal performance; develop strategic success plans for named accounts and scalable lifecycle programs for cohorts; drive customer value realization and adoption; identify expansion opportunities and partner with Sales; lead proactive renewal planning; monitor customer health and execute risk mitigation plans; act as central point of accountability for escalations; partner with Sales, Product, Marketing, and Support to deliver seamless experiences.
Seniority
Mid-Senior, hands-on IC with commercial accountability