Customer Success Manager

Job Description

We are seeking a highly skilled Customer Success Manager to join our team at Cart.com. As a CSM, you will be responsible for developing and executing strategic account plans that drive business outcomes and measurable results. You will work closely with our product support, operations, and implementation teams to resolve issues and ensure smooth onboarding and integration processes.

Key Responsibilities

• Develop and execute a strategic account plan for each assigned client, focusing on business outcomes and measurable results.
• Utilize metrics, KPIs, and data analysis to monitor customer satisfaction, retention, and contract compliance.
• Collaborate closely with internal teams to resolve issues and ensure smooth onboarding and integration processes.
• Set and manage clear, measurable expectations for both clients and internal teams.
• Deliver daily/weekly/monthly required reports to clients as outlined in their contractual statements of work.
• Support clients in managing their sku/product catalog, as well as inbound and outbound deliveries.
• Proactively monitor contract adherence to maintain compliance and client satisfaction.
• Manage the implementation of new programs and services in a timely and cost-effective manner.

Ideal Candidate

• Basic to intermediate understanding of eCommerce and fulfillment environments.
• Excellent relationship management skills, with strong empathy for customer challenges and a focus on creating positive experiences.
• Active Listener, capable of accurately interpreting and responding to client needs and concerns.
• Strong technical proficiency, easily explaining complex processes or products to non-technical stakeholders.
• Resourceful problem solver, leveraging analytical thinking to develop innovative, client-focused solutions.
• Strong project management skills, with a proven ability to juggle multiple priorities.
• Data-driven decision maker, ensuring an evidence-based approach to problem-solving and client success.
• Detail-oriented, with a strong sense of urgency, thriving in fast-paced environments.

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.
• Proven track record of managing accounts and driving customer satisfaction.
• Ability to manage confidential information with discretion and professionalism.
• Experience working across multiple teams (e.g., product, operations, sales) to guide the client journey.
• Familiarity with eCommerce, logistics, or fulfillment.
• Willingness 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.
• Business development experience, expanding client accounts and fostering long-term partnerships.

Please note that all hiring is contingent on eligibility to work in the United States, and we are unable to sponsor or transfer visas for applicants.