Customer Success Manager - Renewals

About the Role

We are hiring a Customer Success Manager to own a portfolio of customers end-to-end, including retention, renewals, account growth, and day-to-day customer management. This person will serve as the primary post-sale point of contact, ensuring customers are supported, successful, and consistently seeing value.

This role blends commercial ownership across renewals and expansion with hands-on customer success execution, including enablement, adoption, issue triage, and relationship management. The ideal candidate has strong commerce and operations understanding and can credibly work with teams across ecommerce operations, finance, and systems.

What You’ll Do

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

Commerce Expertise We’re Looking For

You do not need to have been an operator, but you should understand:

• Ecommerce order-to-cash basics, including orders, payments, refunds, tax, and settlement

• Fulfillment and logistics fundamentals, including 3PLs, warehouses, shipping SLAs, and exceptions

• Inventory and returns workflows, including RMAs, restocking, and exchanges

• Channel ecosystem knowledge across Shopify, Amazon, marketplaces, retail, and EDI

• What breaks operationally when brands scale fast or add new channels

What Success Looks Like

In the first 90 days, you will:

• Build strong relationships quickly and become the trusted owner for key accounts

• Establish renewal rigor through timelines, forecasting, risk tracking, and execution

• Improve customer experience through faster response, clearer ownership, and better follow-through

• Proactively surface growth opportunities based on customer commerce goals and pain points

• Reduce reactive fire drills by creating structure around recurring issues

Qualifications

Must-have

• 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

Nice-to-have

• Experience working with ecommerce brands, 3PLs, OMS or WMS tools, marketplaces, or integrations

• Familiarity with platforms like Shopify, NetSuite, and Amazon

• Experience in B2B SaaS with operational workflows and complex implementations

• Experience handling escalations and translating between customers and technical teams

Traits That Win in This Role

• Revenue and retention mindset with strong ownership

• Commerce-first problem solving and the ability to speak the customer’s language

• Calm and clear communication under pressure

• Strong follow-through and accountability

• Proactive instincts that surface risk early and drive resolution