Customer Success Manager - FDX

What You'll Do

• Customer Relationship Ownership
  :
  Own an assigned portfolio of customer accounts with accountability for customer outcomes, including retention, Net Revenue Retention (NRR), adoption, customer satisfaction, and long‑term success.
• Serve as Primary Contact
  :
  Be the post‑onboarding point of contact and trusted advisor, building strong relationships with executive sponsors, business stakeholders, and end users.
• Maintain Consistent Engagement
  :
  Keep a cadence of customer engagement through business reviews, executive meetings, success plan reviews, and strategic check‑ins.
• Adoption, Value Realization, and Risk Management
  :
  Develop and execute success plans that align customer business objectives with measurable outcomes, guiding customers through adoption, optimization, renewal readiness, organizational change, and growth milestones.
• Renewals and Expansion
  :
  Own designated renewal motions, developing renewal strategies that reinforce customer value while partnering on strategic commercial conversations, pricing, contract optimization, and complex renewals.
• Cross‑Functional Collaboration and Advocacy
  :
  Collaborate closely with internal teams to coordinate customer success initiatives, resolve escalations, and deliver a seamless customer experience.
• Operational Excellence
  :
  Maintain accurate customer records, success plans, account health, and opportunities within Salesforce and other customer success systems while contributing to scalable programs, documentation, and operational excellence.

• 3+ years of experience in Customer Success, Account Management, Customer Experience, Customer Retention, Consulting, or another customer‑facing role within SaaS, eCommerce, or technology.
• Experience managing a portfolio of customer accounts with accountability for retention, renewals, adoption, growth, or revenue performance.
• Experience owning or supporting customer renewals and developing trusted relationships with executive and business stakeholders.
• Bachelor's degree or equivalent professional experience (preferred).
• Experience in eCommerce, marketplace, feed management, retail technology, digital advertising, or Mar Tech (preferred).
• Familiarity with Salesforce, Gainsight, Tableau, Grafana, or similar Customer Success and analytics platforms.
• Experience working with customer data, reporting, and analytics platforms to derive actionable insights from business metrics.
• Strong analytical, organizational, and problem‑solving skills with the ability to translate customer insights into actionable recommendations.
• Excellent written, verbal, presentation, and relationship management skills.
• Experience using Salesforce or similar CRM platforms.
• Customer‑first mindset with strong commercial acumen and an ownership mentality toward revenue and retention outcomes.
• Ability to balance relationship management with business growth objectives and influence cross‑functional teams in complex customer environments.
• Strong execution, prioritization, and problem‑solving capabilities in a proactive, fast‑moving environment.

Pay Transparency Range (TTC): $ - $

The national base salary range for this role is posted above in this job post. Final compensation will be determined based on relevant experience, skills, qualifications, and geographic location. Variable compensation (such as bonus or commission), equity, and benefits may also be offered, and details will be shared during the hiring process.

We are an equal‑opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive. We are committed to creating an inclusive and accessible hiring experience for all candidates. If you require accommodations or adjustments at any stage of the recruitment process, please let us know and we will work with you to meet your needs.