Customer Success Manager

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.