Job Overview: The Customer Success Manager (CSM) will be an E-commerce expert and the primary point of contact for our clients, responsible for ensuring that their e-commerce needs are met, managing relationships, and driving long-term success. The CSM will be directly involved in managing client accounts from start to finish, ensuring smooth day-to-day operations on e-commerce platforms while actively working towards expanding their footprint to new marketplaces. The CSM will play a key role in aligning with clients' business goals, supporting strategic initiatives, and ultimately becoming an extended team member for the client.
Key Responsibilities:
- Develop and maintain strong, strategic relationships with clients, acting as their trusted advisor and go-to point of contact.
- Lead end-to-end account management, including onboarding, day-to-day operations, and continuous optimization for enhanced performance.
- Collaborate with clients to understand their business objectives, and work with cross-functional teams to develop and implement strategies that achieve these goals.
- Identify and drive strategic initiatives, such as launching new products, optimizing listings, or expanding into new global marketplaces, while aligning efforts with client priorities.
- Serve as an extended member of the client’s internal team, offering expertise and insights that will help them reach their e-commerce and growth objectives.
- Monitor performance metrics, identify opportunities, and provide data-driven recommendations for continued success and market expansion.
- Educate clients on best practices for various platforms such as Amazon, eBay, Walmart, Shopify,Target etc and others to maximize their account potential.
- Proactively identify opportunities for marketplace expansion, guiding clients through the process of entering new regional and global markets.
- Leverage knowledge of social media platform advertising (Facebook, Instagram, TikTok, Pinterest) to recommend digital strategies that support product visibility and sales growth.
- Provide regular reports on progress, ROI, and strategic goals, ensuring that clients are well-informed and aware of any new opportunities or challenges.
- Conduct quarterly business reviews with clients to assess progress, realign on goals, and identify any new objectives.
- Stay ahead of e-commerce trends, platform updates, and digital marketing strategies, sharing insights with clients to drive success.
Qualifications:
- Bachelor’s degree or equivalent experience in a related field (Business, Marketing, or E-commerce).
- 3-5 years of experience in customer success, account management, or a similar role in e-commerce.
- Strong understanding of global marketplaces such as Amazon, eBay, Walmart, Target etc and current industry trends.
- Experience in developing and executing strategic initiatives aimed at achieving client success, business growth, and product expansion.
- Familiarity with social media platforms (Facebook, Instagram, TikTok) and digital advertising strategies.
- Excellent communication, problem-solving, and interpersonal skills.
- Proven ability to manage multiple accounts, build relationships, and become a trusted advisor.
- Strong analytical skills, with the ability to translate data into actionable strategies.
- Highly organized, proactive, and adaptable in fast-paced environments.
- Prior experience helping clients expand globally and optimize e-commerce strategies is a plus.
