Founding CSM
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Job Description
First Customer Success Manager at Endless Commerce delivering value through successful onboarding and relationship management. Own post-sale experiences, identifying expansion opportunities and building playbooks.
Responsibilities:
- You're a relationship-driven operator who thrives on making customers wildly successful. As our first CSM, you'll own the entire post-sale experience— from onboarding new brands to deepening relationships with our existing portfolio, identifying expansion opportunities, and building the playbooks that will define how Endless Commerce delivers value at scale.
- Lead new customers from signed contract to fully live on Endless— coordinating with our product team to ensure a smooth, fast, and confidence-building launch experience.
- Own the health of your book of business. Build strong relationships with key stakeholders at each brand, proactively identify risk, and drive renewals.
- Deeply understand each customer's operations so you can identify where additional Endless Commerce capabilities— new channels, features, or integrations— can make their lives easier and grow our footprint.
- Partner with product and marketing to keep customers informed on product updates, new capabilities, and growth opportunities that are relevant to their business.
- As our founding CSM, you'll be creating things from scratch— onboarding checklists, QBR templates, health score frameworks, escalation processes. You'll set the standard for how we do CS.
- Synthesize feedback from across your portfolio and bring it back to product and leadership to help us build a better platform.
- Work hand-in-hand with our partnerships and marketing efforts to turn happy customers into advocates who refer new brands into our ecosystem.
Requirements:
- 3–5+ years of customer success or account management experience, ideally in a SaaS environment serving e-commerce or consumer brands
- You’re directionally interested in taking what you learn about our customers’ needs, wants, and desires and helping turn those into tangible product features
- You understand the operational chaos that omnichannel brands face and can speak credibly about inventory, orders, wholesale, and retail
- You're highly organized and data-driven, but also a creative problem-solver who can think on your feet
- High EQ and customer (and team) sensitivity
- You're comfortable being hands-on— this isn't a purely strategic role; you'll be in the weeds of onboarding, troubleshooting, and building from scratch
- You can work cross-functionally with our tiny and nimble sales, marketing, and product teams to ensure customers always feel supported.
Benefits:
- Full benefits package including healthcare and 401k
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