14 дней назад
Enterprise Customer Success Manager (Ecommerce SaaS)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Enterprise Customer Success Manager (Ecommerce SaaS): Managing the long-term success, retention, adoption, and expansion of enterprise Shopify merchants with an accent on commercial account strategy, executive relationships, and multi-product ecommerce retention programs. Focus on leading renewals and negotiations, identifying expansion opportunities, connecting product usage to measurable business outcomes, and coordinating cross-functional teams across Shopify, Klaviyo, TikTok Shop, and related integrations.
Location: Remote, based in New York City
Company
provides a customer marketing platform for Shopify brands, including Reviews, Referrals, Quizzes, Loyalty, and Surveys.
What you will do
- Own retention, gross retention, net revenue retention, and expansion outcomes across a portfolio of enterprise merchants.
- Build strategic success plans aligned with merchant goals, retail moments, product roadmaps, and measurable business outcomes.
- Drive adoption of 's Reviews, Loyalty, Referrals, Quizzes, and Surveys products.
- Lead executive business reviews, renewal strategy, commercial negotiations, and multi-year or multi-product agreements.
- Identify and support cross-sell and upsell opportunities by analyzing merchant lifecycles, usage, and technology stacks.
- Coordinate Support, Onboarding, Solutions Engineering, Product, Account Management, Finance, and partner teams to accelerate customer outcomes.
Requirements
- 5+ years of experience in enterprise customer success, account management, or strategic accounts at a B2B SaaS company.
- Experience managing a multi-million-dollar book of business and achieving NRR, GRR, and expansion targets.
- Strong commercial acumen and experience with renewals, expansion pricing, and executive-level negotiations.
- Deep familiarity with the Shopify ecosystem and ecommerce retention tools such as Klaviyo, Attentive, Gorgias, Postscript, and TikTok Shop.
- Ability to build executive relationships, lead quarterly business reviews, and translate product usage into measurable business outcomes.
- Must be based in New York City.
Nice to have
- Experience working with Shopify Plus brands, Klaviyo, or other ecommerce retention tools.
- Experience with agency and ecosystem partnerships or enterprise product integrations.
Culture & Benefits
- Remote workplace with a one-team approach centered on trust, respect, and collaboration.
- Customer-focused culture with an emphasis on ownership, integrity, and measurable outcomes.
- Fast-moving environment that values agility, continuous improvement, and action over bureaucracy.
- Opportunity to contribute playbooks, mentor teammates, and shape enterprise customer success practices.
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