Senior Customer Success Manager

Overview

A rapidly growing retail technology company is seeking a Senior Customer Success Manager to own strategic relationships with leading fashion and eCommerce retailers. This individual will oversee the full customer lifecycle, from complex technical onboarding and implementation through adoption, optimization, renewal, and expansion.

The ideal candidate brings a unique combination of deep fashion eCommerce and site merchandising expertise, technical fluency, and exceptional client relationship management skills. This role requires someone who can confidently engage with executive stakeholders at major retailers while partnering closely with engineering and product teams to navigate complex integrations and deliver measurable business results.

This is a highly visible, hands-on role within a fast-paced, growing technology company, offering significant ownership of enterprise accounts and opportunities to support new product launches and strategic customer initiatives.

Key Responsibilities

Enterprise Customer Success & Strategic Account Management

• Own relationships with major fashion and eCommerce retailers, serving as their primary strategic and operational point of contact.
• Manage customer engagements throughout onboarding, implementation, adoption, optimization, and renewal.
• Build trusted relationships with senior leadership and C-suite stakeholders, understanding their business priorities and long-term objectives.
• Lead strategic account planning, establish success metrics, and identify opportunities to maximize customer value.
• Drive customer retention, contract renewals, and expansion opportunities across existing accounts.

Technical Onboarding & Implementation

• Lead complex enterprise customer onboarding, acting as the primary project manager throughout implementation.
• Partner closely with Engineering, Product, and technical teams to coordinate platform integrations and implementation requirements.
• Navigate customer environments involving custom-built eCommerce platforms, third-party technology providers, and complex backend systems.
• Translate technical requirements and implementation challenges into clear action plans for internal teams and customer stakeholders.
• Manage project timelines, dependencies, stakeholder communication, and issue resolution to ensure successful launches.
• Serve as the bridge between technical teams and business stakeholders throughout implementation.

eCommerce Strategy & Merchandising Optimization

• Leverage deep knowledge of fashion eCommerce, digital merchandising, and online retail operations to advise customers on platform utilization and optimization.
• Understand how retailers manage product discovery, site merchandising, customer experience, and digital commerce performance.
• Analyze customer performance data, identify opportunities for improvement, and provide actionable recommendations.
• Collaborate with customers to establish KPIs, evaluate platform effectiveness, and demonstrate measurable business impact.
• Translate customer business objectives into strategic initiatives that improve platform adoption and performance.

Pilot Management, Renewals & Expansion

• Manage enterprise pilot programs, including implementation, performance measurement, stakeholder alignment, and conversion to long-term contracts.
• Drive successful pilot-to-contract conversions by demonstrating measurable value and maintaining strong executive relationships.
• Proactively manage contract renewals and identify opportunities to expand existing customer relationships.
• Introduce new product offerings and identify relevant upsell opportunities based on customer needs.
• Partner with internal stakeholders to support account growth and long-term customer success.

Qualifications

Required Experience & Skills

• 5+ years of experience in Customer Success, Strategic Account Management, eCommerce, Retail Technology, SaaS, or related roles.
• Strong background in fashion eCommerce, digital retail, or site merchandising, with a clear understanding of how online retail businesses operate.
• Experience managing complex customer relationships, ideally with enterprise-level fashion or retail brands.
• Technical fluency in eCommerce platforms, backend systems, and third-party integrations, including experience collaborating directly with engineering or technical implementation teams.
• Demonstrated ability to lead complex onboarding or implementation projects involving multiple stakeholders and technical dependencies.
• Experience engaging with senior executives and building strong, consultative customer relationships.
• Proven ability to drive customer retention, renewals, and account growth.
• Strong project management, communication, problem-solving, and presentation skills.
• Ability to operate independently, manage competing priorities, and adapt quickly in a fast-paced, high-growth environment.

Preferred Background

• Experience with fashion-focused eCommerce retailers, luxury retail, apparel, beauty, or multi-brand digital retail platforms.
• Previous experience within a startup, scale-up, or high-growth technology environment.
• Experience working with custom-built eCommerce platforms or complex enterprise technology environments.
• Background in site merchandising, digital commerce strategy, or eCommerce operations prior to moving into Customer Success.
• Experience overseeing enterprise pilot programs and converting pilots into long-term customer relationships.
• Familiarity with the technical architecture of eCommerce platforms, API integrations, and third-party vendor ecosystems.
• Experience supporting new product launches, account expansion, or cross-selling initiatives.

What Success Looks Like

• Seamless onboarding and implementation of complex enterprise customers.
• Strong, trusted relationships with senior retail and eCommerce stakeholders.
• Successful conversion of pilot programs into long-term contracts.
• High customer retention, renewal, and expansion rates.
• Measurable improvements in customer adoption and business performance.
• Effective collaboration between customers and internal technical teams.
• Ability to independently manage high-value enterprise accounts in a rapidly evolving environment.