Senior Client Success Manager

Senior Client Success Manager

This role offers the opportunity to manage and grow relationships with some of the most strategic enterprise customers in a global commerce environment. You will serve as a trusted advisor, helping clients unlock value, improve performance, and achieve measurable business outcomes. The position combines customer success, commercial strategy, relationship management, and cross-functional leadership. You will own the customer journey from onboarding and adoption through retention, expansion, and long-term growth.

Your insights will help shape product direction while influencing internal teams around customer priorities. This is an ideal opportunity for an experienced customer success professional who thrives in complex enterprise environments and enjoys creating lasting customer impact.

Accountabilities

• Own a portfolio of strategic enterprise clients, driving retention, adoption, customer satisfaction, revenue growth, and long-term customer value.
• Develop and execute comprehensive account strategies that identify expansion opportunities, mitigate risks, and align solutions with customer objectives.
• Lead Executive Business Reviews, Quarterly Business Reviews, strategic planning sessions, and other high-level customer engagements.
• Serve as the primary point of contact and trusted advisor for client leadership teams, providing guidance on ecommerce strategy, market trends, and relevant technology capabilities.
• Analyze customer and commercial performance data to identify opportunities and develop actionable recommendations that improve business outcomes and operational efficiency.
• Lead cross-functional initiatives involving delivery, operations, product, engineering, sales, and finance teams to ensure customer objectives are achieved.
• Drive onboarding, implementation, adoption, and product-launch activities for new customers and existing accounts.
• Identify, manage, and escalate customer risks while developing proactive recovery and retention strategies.
• Build and maintain detailed account plans based on customer objectives, market position, business priorities, and growth strategy.
• Champion the voice of the customer internally and use customer insights to influence product improvements and future solutions.
• Maintain accurate forecasting, pipeline management, account records, and customer documentation in Salesforce and other internal systems.
• Mentor Customer Success colleagues and contribute to best practices, process improvements, and broader team development.
• Maintain strong knowledge of global ecommerce, cross-border commerce, international logistics, payments, and emerging industry trends.

Requirements

• 7+ years of relevant Customer Success or Account Management experience, ideally managing and growing strategic enterprise relationships.
• Proven ability to drive customer retention, satisfaction, adoption, revenue growth, and account expansion.
• Strong commercial acumen with experience identifying growth opportunities, negotiating outcomes, and influencing executive-level stakeholders.
• Solid understanding of ecommerce operations, international logistics, cross-border commerce, payments, and digital commerce trends.
• Technical understanding of API-based integrations, web technologies, ecommerce ecosystems, and platforms such as Shopify, Salesforce Commerce Cloud, and Adobe Commerce.
• Experience leading executive-level business reviews and presenting strategic recommendations to senior customer audiences.
• Excellent communication skills, with the ability to translate complex technical concepts into clear business value.
• Proven ability to influence cross-functional teams and lead initiatives within a matrixed organization.
• Strong analytical capabilities and experience using data to develop recommendations and support business decisions.
• Advanced proficiency with Salesforce, Excel, PowerPoint, and business intelligence or reporting tools.
• Interest in AI adoption, automation, and operational efficiency, including experience with Microsoft Copilot or similar technologies.
• Experience mentoring colleagues and contributing to team capability building is highly desirable.
• Strong strategic thinking,…