Customer Success Manager
Required skills
- retention
- satisfaction
- growth
- customer
- client
- IT
- finance
- service solutions
- SLA adherence
- customer business reviews
Nice to have
- supply chain
- warehouse fulfillment
- ecommerce
- operational metrics
- business transformation
- process optimization
Role summary
The Customer Success Manager is responsible for managing a portfolio of brands, ensuring their retention, satisfaction, and growth post-launch. This role acts as the primary liaison between customers and internal teams (operations, IT, finance), translating client needs and ensuring SLA adherence. Key responsibilities include overseeing complex service solutions, leading customer business reviews with recommendations, auditing invoices, tracking A/R, and identifying growth opportunities. The role also involves feeding customer input back into product and process improvements. Candidates should have experience in customer experience or account management, with strong communication, relationship-building, and analytical skills, and experience with financial processes.
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.
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