Customer Success Manager

Customer Success Manager

Reports to: Client Success Lead

Purpose

Own a portfolio of brands and be accountable for their retention, satisfaction and growth after launch.

What you'll do

• Own retention, satisfaction and growth across an assigned book of customers.

• Act as primary liaison between the customer and internal teams including operations, IT and finance.

• Translate client service requirements to cross-functional teams and hold the line on SLA adherence.

• Oversee the management and implementation of complex service solutions so customer programs run without friction.

• Lead and coordinate customer business reviews, bringing recommendations rather than just reporting.

• Audit customer invoices, track outstanding A/R and drive timely resolution.

• Partner with account leadership on work that improves service process, operational efficiency and financial performance.

• Keep documentation, meeting notes and action items current so account issues actually close.

• Identify growth opportunities and work with management to convert them.

• Feed customer input back into enhancements, product offerings and process improvements.

What you'll need

• Experience in customer experience, account management or a related field.

• Ability to manage multiple priorities and complex service solutions at pace.

• Strong communication and relationship building across internal and external stakeholders.

• Analytical, detail-oriented, comfortable solving problems from incomplete information.

• Experience with financial processes including invoice auditing and A/R.

• Able to lead a customer business review on your own.

Bonus points

• Supply chain, warehouse fulfillment or ecommerce background.

• Familiarity with SLAs and operational metrics.

• Business transformation or process optimization experience.

• CRM or customer service management tooling.