Customer Success Manager (eCommerce)

A Customer Success Manager (CSM) in eCommerce focuses on nurturing the customer experience and ensuring their satisfaction and loyalty to the company’s offerings.

This role is pivotal within online retail spaces like Amazon, Walmart, Shopify, or eBay, where building and maintaining customer relationships is crucial for repeat business and sustained growth. 

A CSM in eCommerce operates at the intersection of customer service, sales, and marketing, ensuring that customers derive maximum value from the products or services purchased.

An eCommerce Customer Success Manager oversees post-sale customer relations – they are the bridge between the customer and the company. They monitor customer health indicators, usage data, and feedback to improve customer experience. 

Their duties include providing product education, helping troubleshoot, addressing concerns, and ensuring customers are satisfied with their purchases. Additionally, they may upsell or cross-sell products, encourage renewals, and gather insights to inform product development and marketing strategies. 

Through these actions, they aim to increase customer retention, reduce churn rates, and foster brand advocacy.

Are you a customer-centric professional with a knack for building lasting relationships in eCommerce? If the answer is yes, then you are the professional we seek!

You'll be the guiding light for our customers, ensuring their eCommerce journey is smooth and successful. With your exceptional communication and problem-solving skills, you'll proactively address their needs, provide expert guidance, and turn challenges into opportunities. 

Your dedication to customer satisfaction will shine as you build trust, drive engagement, and help unlock the full potential of our eCommerce business.

• Act as the primary contact for all customer-related escalations from the team, ensuring that standard procedures and resolutions are implemented for new, uncommon issues
• Implement eCommerce-specific strategies to secure customer retention and unwavering loyalty.
• Create and execute eCommerce customer success plans designed to reduce customer churn rate.
• Consistently measure Customer Satisfaction (CSAT) scores in an eCommerce context and proactively develop improvements based on eCommerce customer feedback.
• Identify eCommerce upsell opportunities and closely collaborate with sales teams to maximize customer lifetime value.
• Establish and nurture relationships with key eCommerce customer stakeholders.
• Collaborate cross-functionally within the eCommerce firm to ensure product/service improvement based on customer feedback.
• Conduct business reviews using key metrics tailored to the eCommerce industry.
• Provide eCommerce customers with tailored product training to enhance their understanding and usage.
• Actively gather eCommerce data from customers to influence future product development direction based on eCommerce end-user needs.
• Serve as an eCommerce customer advocate, driving eCommerce industry best practices and influencing the evolution of our eCommerce product.
• Place eCommerce customers into segments and create strategies for each to drive business growth.
• Forecast and track key customer success metrics.
• Regularly update the company on the health of customers' accounts.

• A significant decrease in eCommerce customer churn rate.
• Consistently high Customer Satisfaction (CSAT) scores in the eCommerce domain.
• Demonstrable increase in customer lifetime value through successful eCommerce product upsells among the existing customer base.
• Increase in referrals, leveraging satisfied eCommerce customers.
• Improved eCommerce product development direction, driven by eCommerce customer feedback.
• Measurable improvement in eCommerce customer response and resolution times.
• Delivered successful eCommerce customer success strategies for each specific eCommerce customer segment.
• Proven track record of meeting and surpassing eCommerce-specific key customer success metrics.

• Proven experience as a Customer Success Manager, preferably in the eCommerce sector.
• Proficient in CRM software tailored to eCommerce.
• Excellent verbal and written communication skills.
• A strong "take charge" attitude, with the ability to drive results independently in the digital landscape.
• Solid understanding of eCommerce customer success principles and their application.
• A customer-centric mindset and approach.
• Strong knowledge of the eCommerce industry and its best practices.
• Efficient multitasking and prioritization skills.
• Experience with data analysis and forecasting, with an emphasis on eCommerce metrics.