Own the full renewal lifecycle for a portfolio of strategic e-commerce customers, including forecasting, negotiation strategy, and close.
Drive gross retention and net revenue retention (NRR) targets, with clear accountability for on-time renewals and minimized churn/downsell.
Proactively identify at-risk accounts, build mitigation plans, and mobilize internal resources (Product, Engineering, Executive Sponsors) to resolve escalations before they impact renewal outcomes.
Carry an expansion quota and own the full expansion cycle — from opportunity identification through commercial close — across additional modules, users, storefronts, regions, and premium service tiers.
Lead commercial negotiations on renewals, expansions, multi-year agreements, and mid-term amendments — including pricing, discounting, term length, and contractual protections.
Build and maintain detailed strategic account plans for every top-tier customer, including commercial goals, stakeholder maps, whitespace analysis, success metrics, and 12-24 month expansion roadmaps.
Serve as the trusted advisor and primary commercial point of contact for your customers — the person their executives call first.

5-8 years of customer-facing experience in Customer Success, Account Management, or a hybrid CSM/AM role at a B2B SaaS company.
Proven commercial track record — demonstrable ownership of renewal and expansion quota, with consistent attainment of NRR / GRR / expansion ARR targets.
E-commerce technology experience — previous experience working within ecommerce or retail technology.
Commercial negotiation skills — experience running multi-year renewals, price increases, discount structures, and enterprise procurement cycles.
Strategic account planning rigor — comfort building joint success plans, stakeholder maps, whitespace analyses, and EBR narratives for enterprise customers.
Executive presence — able to hold the room with VP
and C-level retail/digital executives and translate technical roadmaps into business impact.
Strong analytical instincts : You can read account data, identify patterns, and build a point of view from it.

Senior Customer Success Manager

Key skills