What are the responsibilities and job description for the Customer Success Manager position at Cart?
We're seeking a Customer Success Manager to join our team at Cart.com. This role is responsible for developing and executing strategic account plans, monitoring customer satisfaction, and collaborating with internal teams to resolve issues.
The ideal candidate will have experience in Customer Success, Account Management, or a related field, with a proven track record of managing accounts and driving customer satisfaction. They'll be able to listen, communicate, and troubleshoot while prioritizing tasks efficiently in a fast-paced environment.
The CSM will work closely with product support, operations, and implementation teams to ensure smooth onboarding and integration processes. They'll set and manage clear expectations for both clients and internal teams, deliver required reports, and proactively monitor contract adherence.
The successful candidate will have strong project management skills, technical proficiency, and the ability to explain complex processes or products to non-technical stakeholders. They'll be a resourceful problem solver, leveraging analytical thinking to develop innovative, client-focused solutions.
This role requires strong relationship management skills, empathy for customer challenges, and a focus on creating positive experiences. The CSM will also be able to juggle multiple priorities, drive decisions through data analysis, and thrive in environments that require quick responses.
Requirements:
- 3 years of experience in Customer Success, Account Management, or a related field
- 2 years of experience in Operations roles or supporting Operations within 3PL, Distribution and/or fulfillment industries
- Experience in eCommerce, logistics, or fulfillment
- Ability to travel up to 25% as needed
Nice to Have:
- Experience working with Order Management Systems (OMS) and Warehouse Management Systems (WMS)
- Project management experience, having led or contributed to large client projects
- Prior experience in business development, expanding client accounts and fostering long-term partnerships
Candidates must be eligible to work in the United States and are unable to sponsor or transfer visas for applicants.
