Customer Success Manager – Renewals

Job Description:

• 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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