Customer Success Manager

Start Date: ASAP

Duration: Full-time, Direct Hire

Compensation: Commensurate with experience

Technology: Client provides hardware and software

Interview Process:

• Zoom interview with direct supervisor for the role
• DISC Assessment
• Onsite interview with owner and C‑Suite execs – may be stretched over 2 onsite interviews based on availability

Responsibilities:

• Lead collaborative onboarding and implementation for new customers, working closely with internal product, launch, and partner teams
• Serve as an expert on client’s SaaS products, maintaining up-to-date functional and technical knowledge
• Manage a portfolio of accounts, building long‑term relationships and acting as a trusted industry advisor
• Act as the voice of the customer, collaborating with product teams, shaping roadmaps, and championing feature improvements through client feedback
• Apply industry acumen to address, anticipate, and translate customer business needs, especially for manufacturing and distribution businesses
• Develop customer success plans outlining critical milestones, goals, and proactive solutions
• Focus on customer retention and growth by leveraging business intelligence to identify pain points and deliver value‑driven recommendations
• Monitor customer health through data analytics; analyze performance trends and provide strategic feedback for continuous improvement
• Advise customers on best practices and change management, helping them demonstrate product value and secure internal buy‑in
• Mentor other CSMs and contribute to a culture of team growth, knowledge sharing, and constructive feedback

Qualifications & Skills

Required:

• Minimum 5 years’ experience in customer success, account management, or client services within ecommerce SaaS
• Deep knowledge of ecommerce, the digital application ecosystem, and understanding of manufacturing/distribution models
• Demonstrated ability to analyze customer challenges and craft strategic solutions
• Dedicated customer success mindset, focused on fostering lasting relationships and driving client retention
• Adaptable, proactive, and positive under pressure; able to effectively “manage up” and communicate initiative to leadership
• Outstanding written and verbal communication skills, and the ability to influence at all levels

Nice to Have:

• Strong network or contacts in the ecommerce sector
• Technical aptitude to discuss integrations and digital platforms in detail

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.