Customer Success Manager
4 days ago
Our
client
a
leading global e-commerce SaaS platform founded in 2011, offering a comprehensive post-purchase experience solution for online retailers. It provides tools for shipment tracking, returns management, delivery analytics, and automated customer engagement. Trusted by thousands of brands worldwide, the platform helps businesses improve customer satisfaction, streamline logistics, and enhance overall delivery experiences.
About the Role:
As a Customer Success Manager will own client relationships and ensure they get maximum value from the platform. You will lead onboarding, resolve issues, and conduct regular business review meetings. The role requires close collaboration with global teams to support customer goals. Your key focus will be retention, growth, and delivering an exceptional customer experience.
Roles & Responsibilities:
- 3-6 years' experience in customer-facing, technical roles in either SaaS, Ecommerce, or Marketing automation technology
- Manage a portfolio of accounts, driving engagement, retention, and growth.
- Lead onboarding for new clients and support implementation needs.
- Conduct regular business reviews with C-level executives to share insights and identify opportunities.
- Act as the primary contact for escalated technical issues, ensuring timely resolution with internal teams.
- Build deep platform expertise to guide users and serve as a trusted advisor to maximize value.
- Collaborate with global teams and own key customer success KPIs, including dollar retention and expansion.
Requirement:
- 3–6 years of experience in customer-facing roles with a proven track record of delivering results.
- Excellent verbal and written communication skills; able to explain technical concepts clearly to all stakeholders.
- Exposure to eCommerce platforms, OMS, WMS, TMS, or supply chain/logistics systems is a plus.
- Strong project management, multitasking, and attention to detail, capable of handling multiple priorities.
- Customer-focused, quick learner, team player, with experience in preparing business reports and QBRs.
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