Senior Customer Success Manager

The Opportunity

We’re seeking a Senior Customer Success Manager to join our dynamic and growing Client Relationship Management team. The ideal candidate is customer focused professional with a passion for driving account growth, ensuring retention, and delivering a world-class service experience.

This is a hybrid role (50% in office, 50% remote) and will be based from our new office in Jersey City.

Responsibilities

• Lead a portfolio of clients ensuring they consistently meet/exceed revenue and profit objectives.
• Develop and drive a growth-focused account strategy for your book of business in collaboration with sales, marketing, product and other internal collaborators.
• Run the business review process with clients and internal collaborators.
• Cultivate trusting client relationships at all levels that strengthen and broaden our reach and coverage, demonstrating ESW’s value and preventing churn.
• Proactively partner with relevant internal functional owners to ensure overall performance to client contract, SLA’s, and business goals.
• Own client communications, while being recognized by the client as a business partner and key point of contact and subject matter expert across all aspects of the ESW solution.
• In partnership with client and internal functions, drive account improvement initiatives in the areas of growth, innovation, service, profitability, and cost optimization.
• Supervise and analyze client performance including forecasts, trends and KPIs, communicating the relevant impact to internal collaborators.

Requirements

• Proven experience or working in as a client success or client relationship manager, ideally 5+ years of relevant professional experience in ecommerce or ecommerce cross-border fulfillment.
• In-depth knowledge of the B2C ecommerce industry, preferably within an online retail environment.
• Demonstrated account management subject area, process development, issue resolution, data analysis and driving growth.
• Excellent relationship building and influencing skills, with internal and external collaborators. Acts as the client champion internally.
• Knowledge of ecommerce user experience standard processes, data and analytics, and ecommerce operations.
• Strong ability to analyze business needs and demonstrate success in running client contracts.
• Strong ecommerce reporting and analysis skills to drive actionable insights and growth recommendations.
• Knowledge of and ability to learn online project management and issue tracking tools, reporting, and other workflow management systems
• Ability to perform financial and numerical analysis, with a solid understanding of MS Office tools, especially Excel and Word, for reporting and documentation purposes.

The salary range for the position is $95,000.00 - $135,000.00 USD per year.

About ESW

Our purpose is simple: to create moments that matter between people and the brands they cherish. We enable brands to expand their global reach, facilitating simple and seamless ecommerce experiences for consumers worldwide. Through our integration solutions, we deliver a complete international checkout experience, including local duties, taxes, fulfilment, delivery management, and global returns and payment processing capabilities.

Guided by our values—Own It, Champion Simplicity, Win as One, and Debate then Commit—we strive to foster innovation, accountability, and teamwork, creating solutions that inspire trust and drive impactful results.

Why join us?

• Competitive salary and benefits: Your financial well being is important to us. Join ESW and experience the satisfaction of being rewarded for your hard work, dedication and commitment.
• 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: Our Hybrid Working Model empowers you to embrace the flexibility of hybrid working and enjoy the best of office and remote work.
• 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.

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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