Senior Merchant Successes Manager

Responsibilities

• Lead a team of Customer Success Managers to enhance customer engagement and ensure seamless experiences for mid-market clients.

• Drive gross and net retention targets within the Scaled accounts segment.

• Implement process automation and optimization to enhance scalability and efficiency.

• Collaborate with cross-functional teams on customer engagement campaigns.

• Analyze customer digital journeys to improve overall experience and minimize churn.

• Develop best practices for customer communication throughout the lifecycle.

• Identify reasons for churn and implement strategies to retain customers.

• Implement retention programs to proactively address risks.

• Bachelor s degree in Marketing, E-commerce, or any related field.

• Experience managing a revenue number and maintaining a forecast.

• Previous proven experience with digital adoption or scaling customer success.

• Proven track record of executing against growth strategies and delivering targets above company expectations.

• Experience in Data management and MS Excel.

• Use data to analyze results and make data-driven decisions.

• Experience in E-commerce, payment, shipping, or logistics companies.

• Problem solver.

• Experience in managing remote teams and working in a remote-friendly environment.

We are seeking a Senior Customer Success Manager who will be accountable for overseeing a portfolio of scaled accounts and ensuring their successful utilization of our products and services. In this role, you will serve as a strategic consultant to these customers, assisting them in accomplishing their objectives and driving adoption and contentment.