Customer E-Commerce Success Specialist

Job description:

JOB SUMMARY

The Customer Success Manager plays a key role in supporting customer adoption, satisfaction, and retention.

This position partners closely with senior Customer Success, Sales, Product, and Support teams to ensure customers receive timely guidance, proactive support, and consistent value from the platform.

This role is ideal for someone who is customer-centric, organized, eager to learn, and excited to grow within a SaaS customer success organization. You will support a mix of small to mid-market and select high-touch customers while developing the skills needed to manage more complex accounts over time.

KEY RESPONSIBILITIES

Customer Ownership & Retention Support

• Manage revenue retention, engagement plans and flag at-risk in assigned customer base.
• Support a portfolio of customers by serving as a day-to-day success contact.
• Monitor customer engagement, usage, and health indicators to identify potential risks or opportunities.
• Participate in customer check-ins, QBR preparation, and follow-ups under the guidance of senior team members.
• Support renewal and expansion efforts by reinforcing product value and customer outcomes.

Customer Success Execution

• Assist with onboarding activities to help customers successfully launch and adopt the platform.
• Guide customers through product features, workflows, and best practices.
• Help maintain and update customer success playbooks, templates, and enablement materials.
• Develop deep familiarity with products and act as a trusted product resource for customers.

Cross-Functional Collaboration

• Partner with Sales, Support, Product, and Engineering teams to address customer needs and feedback.
• Escalate customer issues appropriately and help track resolutions.
• Assist with customer communications related to product updates or service notifications when needed.
• Maintain accurate customer records, tasks, and workflows in Monday.com and other tools.

Operational Excellence & Learning

• Track customer health, adoption metrics, and engagement trends.
• Learn how to interpret customer data and translate insights into action.
• Support continuous improvement of Customer Success processes and documentation.
• Assist with support overflow or customer inquiries during peak periods.

TEAM & CULTURE

• Build strong working relationships across a collaborative, mostly remote team.
• Demonstrate a customer-first mindset, accountability, and eagerness to learn.
• Participate in team meetings, training sessions, and professional development opportunities.
• Contribute positively to a culture of growth, feedback, and shared success.

QUALIFICATIONS & EXPERIENCE

• 5 years of experience in a customer-facing role (Customer Success, Support, Account Management, Sales, or similar), preferably in a SaaS environment.
• Strong interest in Customer Success, customer experience, and technology.
• Excellent communication skills—written, verbal, and interpersonal.
• Highly organized with the ability to manage multiple tasks and priorities.
• Comfortable working with data and learning how to use metrics to guide decisions.
• Experience with tools like Zendesk, Monday.com, CRM systems, or similar platforms is a plus.
• Curious, proactive, and motivated to grow into a more senior Customer Success role over time.

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Relocation assistance
• Vision insurance

Application Question(s):

• Do you live within a 30 minute commute from Irvine, CA?
• Are you okay with working 100% Onsite five days each week?

Education:

• High school or equivalent (Required)

Experience:

• CRM systems: 3 years (Preferred)
• Customer Service: 5 years (Required)
• Customer Success & Support: 5 years (Required)
• Account Management: 5 years (Preferred)
• Excellent Communication Skills: 5 years (Required)
• Zendesk: 3 years (Preferred)
• E-Commerce: 3 years (Preferred)

Location:

• Newport Beach, CA 92658 (Preferred)

Work Location: 

Hybrid remote in Newport Beach, CA 92658