Customer Success Manager

3 weeks ago

Wauwatosa, United States C2 Graphics Productivity Solutions Full time

C2 client, a thriving global software company that believes that ecommerce software should enable sustainable growth, is searching for a dedicated Customer Success Manager (CSM) with a strategic vision and a customer-first mindset to join their dynamic team. This role is pivotal in ensuring customers leverage their SaaS software to its fullest potential, through personalized onboarding, strategic account management, and continuous engagement.


Start date: As soon as they find the right person

Duration: Full-time Direct Hire

Location: Hybrid in Wauwatosa, WI with Tues/Thurs in office

Compensation: Commensurate with experience


Job Summary:


The CSM will be a trusted advisor to this client’s customers and an expert on their products and technology. The right candidate will play customer advocate within the organization by collaborating with the product team and other departments by providing use-cases, and product and process improvements. The ideal candidate will have at least 5 years of experience in customer success or account management, preferably within the ecommerce SaaS industry, and possess a deep understanding of the ecommerce landscape, digital app ecosystem, and the nuances of manufacturing and distribution business models.


Responsibilities:

  • Collaborate with the launch and partner teams during the onboarding phase ensuring the product is configured for success, and provide expert-level consulting for business solutions
  • Be a product expert and maintain current functional and technical knowledge of the products
  • Manage a portfolio of customer accounts in partnership with the Account Management and Product Support teams. Build long-term relationships based on trust and mutual success
  • Be the voice of the customer and collaborate with product teams to provide input on the product roadmaps. Engage with the product team to facilitate customer feedback and define effective product features
  • Display a strong understanding of manufacturing and distribution business models, the ecommerce landscape, and the digital app ecosystem. Address and anticipate customer needs effectively
  • Prioritize customer retention by using business insights to identify customer pain points and propose solutions. Work closely with customers to understand their business goals and align our software with their success
  • Develop success plans for customers that outline critical success factors, potential obstacles, and practical steps for achieving their goals with the platform
  • Utilize data analytics to monitor customer health indicators, report on performance, and provide strategic recommendations to enhance customer satisfaction and loyalty
  • Leverage your understanding of ecommerce and related technologies to offer strategic advice, helping customers navigate challenges and capitalize on growth opportunities. Assist customers in presenting product value within their organization by developing models and use-cases
  • Participate in the growth and development of the Customer Success team by mentoring other CSMs through examples and experiences


Qualifications:

  • 5 years of experience in a customer success or relevant role, strongly emphasizing ecommerce SaaS platforms
  • Comprehensive knowledge of the ecommerce landscape, digital application ecosystem, and an understanding of manufacturing and distribution models
  • Ability to identify customer issues, analyze pain points, and develop effective solutions
  • A commitment to delivering exceptional customer experiences, fostering relationships, and driving customer loyalty and retention
  • The capacity to adapt to changing priorities and customer needs, maintaining a proactive and positive approach under pressure
  • Exceptional interpersonal and communication skills (written and verbal), with the ability to engage and influence decisions at all customer levels


Nice-to-haves for this gig:


  • An established network in the ecommerce sector, enhancing the understanding of customer challenges and trends
  • Comfort discussing technical aspects of ecommerce platforms and integrations, facilitating deeper customer engagement


Not your type of gig, but know someone who would be interested? Refer a qualified candidate, and if they get the job, you get a signing bonus (Make sure they mention your name as their referral source so you get your well-deserved credit)


All candidates must be located and authorized to work in the United States. C2 does not sponsor work visas. No C2C.

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