Customer Success Manager (9 month contract)

The Opportunity 

We're looking for an Customer Success Manager to join our Customer Success team. This is a fixed term contract role, and based from our Jersey City office. You will support the assessment of customers’ ongoing needs by conducting periodic strategic reviews, uncover areas for additional revenue growth, and help them to make informed judgements regarding ESW product offerings. 

You will be responsible for guiding and driving business development opportunities and effectively onboarding new customers to the existing portfolio. The role includes strategic development and supporting customer retention planning. 

Responsibilities 

• Support the CSM team’s achievement of client sales, revenue goals, and overall satisfaction. Assist in managing the day-to-day aspects of our clients’ business through effective cross-functional coordination and collaboration, ensuring all client activities and operational deliverables are communicated clearly and executed efficiently. 

• Respond to client questions and concerns, log incident tickets, and monitor the ticketing system to ensure timely responses and resolutions. Assist with client reporting and use data analysis to recommend opportunities for growth. 

• Support internal and external cross-functional business reviews by preparing visually compelling presentation materials. Assist in the development, coordination, and execution of client initiative project plans. Ensure all client documentation is updated and properly maintained in Salesforce. 

• Work closely with internal teams (Delivery Services, Operations, Product, Engineering, and Sales) to advocate for client needs and ensure seamless product adoption. 

• Build in depth strategic account plans which focus on growth pinned by a thorough knowledge of the brand and their strategies to unlock additional revenue streams and help them grow their business. 

• Working knowledge of Shopify Ecommerce platform as a merchant, partner or user. 

• Develop deep product and internal process knowledge to become a strategic problem solver, capable of identifying and implementing creative solutions and process improvements. 

• Extensive international ecommerce subject-matter knowledge and awareness of global ecommerce trends and innovations. 

• Support internal and external cross-functional business reviews, by preparing visually compelling presentation slides. 

• Assist in the development, coordination and execution of client initiative project plans. 
• Ensure all client documentation is updated and maintained in Salesforce and other required locations. 

Requirements 

• Experience in account management, customer success, or a similar client-facing role within technology, SaaS, ecommerce, or a related industry.
  
• Bachelor's degree in Business, Commerce, Marketing, Information Systems, Technology, Ecommerce, Supply Chain, or a related discipline. 
  
• Technical proficiency: knowledge of API-based integrations, web technologies, and Ecommerce platforms and system integrators (Shopify, SFCC etc.).
  
• Active interest in AI adoption, efficiency, and applying it to day to day operations (experience using MS Co-Pilot).
  
• Client-centricity: Enjoys interacting with clients, comprehends their viewpoint, and can recommend a great outcome for everyone.
  
• Collaboration and communication: Excellent ability to communicate complex technical concepts in a clear and business-friendly manner.
  
• Dedication to quality: Passionate about quality and will be the champion for the customer internally.
  
• Experience with enterprise reporting systems, including the ability to pull and analyze data sets.
  
• Strong ability to create business review presentations with solid application of business principles.
  
• Strong MS Office skills, including proficiency with Excel (pivot tables, VLOOKUP), and excellent PowerPoint and presentation development skills. Technically savvy with strong analytical and problem-solving abilities. 

Why join us

• Healthcare: Choose the coverage that works best for you through our healthcare plans, including PPO, HMO and HDHP options, along with dental and vision coverage from leading providers.
• Future-ready Financial Security: Plan confidently for tomorrow with our 401(k) retirement plan. ESW will match your contributions dollar for dollar, up to 6% of your salary.
• Protection & Peace of Mind: Feel supported with company-sponsored life insurance from day one, providing coverage worth three times your annual salary.
• Emotional & Mental Support: Your wellbeing matters. Through our Employee Assistance Programme, you and your family have access to confidential counselling, wellbeing resources, life coaching and practical support whenever you need it.
• Professional and personal development: Find your spark and leave your mark. We will ensure your talent is nurtured and cultivated for growth and success throughout your career with ESW.
• Hybrid working: Enjoy the best of both worlds with 2–3 days in the office and 2–3 days working from the comfort of your home.
• Diversity, Belonging & Inclusion: When we win, we win together. You'll be part of a culture that values every individual for who they are, fostering an environment where uniqueness is encouraged.

The salary range for this role is $77,000.00 to $100,000.00 annually + bonus + benefits.

ESW is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at ESW are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. If you require any reasonable accommodations or adjustments throughout the hiring process, please let us know. We are dedicated to ensuring equal access and opportunity for all candidates.

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