Customer Success Manager (US Market)

Responsibilities:

• Serve as the primary point of contact for assigned customers, building strong, long-term relationships.
• Lead onboarding and ensure a smooth transition from sales to implementation.
• Drive product adoption, usage, and measurable value for customers across different markets.
• Understand customer goals and proactively recommend solutions.
• Manage queries, troubleshoot issues, and collaborate with product/tech teams for quick resolutions.
• Monitor account health, identify risks, and work on retention strategies to ensure high customer satisfaction.
• Identify upsell and cross-sell opportunities in collaboration with the sales team.
• Collect and relay customer feedback to influence product roadmap and improvements.
• Track and report key metrics like NRR (Net Revenue Retention), churn, adoption rates, and customer satisfaction.

Qualifications and Skills:

• 3+ years of experience in Customer Success, Account Management, or a client-facing role in SaaS / e-commerce tech.
• Experience working with North American / US customers is preferred.
• Strong communication, problem-solving, and relationship-building skills.
• Ability to understand customer business models and align solutions.
• Proactive, detail-oriented, and comfortable managing multiple accounts simultaneously.
• Experience working with DTC brands or in the e-commerce ecosystem is a plus.
• Bachelor’s degree in Business, Marketing, or a related field.

Customer onboarding, Customer Success, Cross Selling

Upselling, Customer Retention, US market