Customer Success Manager – Renewals
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Job Description
Customer Success Manager responsible for retention and renewals in ecommerce operations. Collaborating with cross-functional teams to ensure customer satisfaction and drive revenue growth.
Responsibilities:
- Own retention and renewals
- Lead renewal timelines and renewal conversations, ensuring on-time execution
- Maintain accurate renewal forecasts and risk tracking across your book of business
- Identify churn risk early and coordinate mitigation plans across internal teams
- Drive expansion revenue
- Identify and execute expansion opportunities such as additional channels, volume tiers, new workflows, and multi-year agreements
- Lead QBRs and account planning sessions tied to customer goals and outcomes
- Build close plans and coordinate internal resources to support upsell and cross-sell motions
- Own the customer relationship
- Act as the main customer point of contact and manage communication, expectations, and timelines
- Guide onboarding and ongoing enablement, especially around workflows and operational change
- Ensure customers adopt the product and realize measurable business outcomes
- Create clear success plans tied to how ecommerce teams operate and scale
- Commerce-aware support and escalation management
- Triage customer issues and coordinate with Support, Product, and Engineering to drive resolution
- Own customer communication during escalations with clear status updates and expectation-setting
- Bring structure to customer pain points by identifying root causes and preventing repeat issues
- Operate your book of business
- Keep CRM data clean, including account notes, renewal dates, customer health, stakeholders, and activity
- Build lightweight reporting on retention, expansion pipeline, risks, and account sentiment
- Improve the post-sale motion by creating reusable templates, playbooks, and workflows
Requirements:
- 3 to 8 years experience owning a book of business in Account Management, Customer Success, or post-sale ownership roles
- Strong customer-facing skills including structured communication and credibility with stakeholders
- Communications playbook for onboarding, account management and renewals/upsells
- Comfort owning revenue outcomes including renewals, negotiation, and expansion motions
- Commerce fluency and understanding of ecommerce operations and systems
- Strong organization and execution skills with the ability to manage multiple accounts effectively
- Strong cross-functional collaboration skills
- Experience working with ecommerce brands, 3PLs, OMS or WMS tools, marketplaces, or integrations (Nice-to-have)
- Familiarity with platforms like Shopify, NetSuite, and Amazon (Nice-to-have)
- Experience in B2B SaaS with operational workflows and complex implementations (Nice-to-have)
- Experience handling escalations and translating between customers and technical teams (Nice-to-have)
Benefits:
- Competitive salary
- Great healthcare + dental + vision coverage
- Retirement plan
- Pick your own equipment. We'll set you up with whatever Apple laptop + monitor combo you want plus any software you need.
- Unlimited vacation policy. Plus we require you to take at least 2 weeks off each year. We see most employees take 4 weeks off per year. This isn't a vague policy where unlimited vacation means no vacation
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