Customer Success Manager
$115ktwentyAI
Customer Success Manager - Ecommerce
Compensation: Up to $115K base | $145K OTE
Location: NYC - 4 days onsite
About the Role
Our client, an ecommerce technology company, is hiring a Senior Customer Success Manager with a strong ecommerce background to retain and grow relationships with brands generating $25M–$100M in annual Gross Merchandise Value (GMV), particularly across fashion, apparel, and jewelry.
You’ll combine strategic account ownership with hands-on technical support, building senior-level relationships, managing renewals, and identifying expansion opportunities. Experience working directly for an ecommerce or DTC brand is highly valued.
What You’ll Bring
- 5+ years in Customer Success or a comparable client-facing role, with strong ecommerce experience.
- A background supporting or working within ecommerce brands, ideally in fashion, apparel, or jewelry.
- Familiarity with Shopify, Salesforce Commerce Cloud, or similar ecommerce platforms.
- Hands-on technical support experience and confidence troubleshooting issues across ecommerce technology stacks.
- Experience managing complex SaaS or fintech accounts with $100K+ annual contract values.
- A track record of retaining and growing accounts, owning renewals, and navigating challenging conversations with executives and VPs.
What You’ll Be Doing
- Own account health, retention, and growth across a portfolio of established ecommerce brands.
- Build senior-level relationships and lead business reviews focused on results, risks, and growth opportunities.
- Serve as the first line of support, troubleshooting technical issues and coordinating with Product and Engineering.
- Proactively address churn risks and manage customer escalations.
- Lead renewals from planning and negotiation through signature, while identifying expansion opportunities.
- Share actionable customer feedback with Product and Engineering.
- Partner with onboarding to support customer success and maintain accurate account records in Salesforce.
Vacancy posted 4 hours ago
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