Customer Success Manager

Customer Success Manager
Remote Full-Time

ABOUT US

Implentio is building the intelligence layer for modern ecommerce operations.

We help DTC and ecommerce brands recover lost money and eliminate operational waste across their parcel and 3PL networks through software, data, and deep operational expertise. Our platform identifies billing errors, uncovers inefficiencies, and transforms messy operational data into clear, high-impact decisions.

Behind the technology is a team that has spent years operating inside high-growth ecommerce and logistics environments. We know how complex these systems are because weve run them ourselves.

Implentio is backed by leading venture investors and led by a founding team with a track record of building and scaling successful companies. Were building a focused, high-caliber team that values clear thinking, moves quickly, and takes real ownership of outcomes.

If youre excited about building software that solves real operational problems for some of the fastest-growing ecommerce brands, wed love to meet you.

ABOUT THE ROLE

Were hiring a Customer Success Manager to own a portfolio of clients and serve as their primary point of contact from onboarding through long-term retention. This is not a relationship-management-only role — it is a client-facing role for someone who is analytically sharp and comfortable working with data. You will help clients understand what is happening across freight costs, invoice trends, carrier performance, and operational workflows, then turn those insights into clear recommendations that drive real value. Background in logistics, fulfillment, supply chain, or e-commerce operations is strongly preferred.

WHAT YOULL DO

• Own a portfolio of DTC and ecommerce clients as primary point of contact for success, escalations, and strategic reviews.
• Conduct regular business reviews, presenting performance trends, data-driven insights, and concrete recommendations.
• Analyze client data across freight costs, invoice trends, carrier performance, and operational KPIs.
• Drive platform adoption, usage expansion, and measurable ROI — success is defined by outcomes, not activity.
• Identify upsell and expansion opportunities and proactively manage churn risk through value delivery.
• Partner with Product to advocate for client needs and translate feedback into actionable input.
• Collaborate with Onboarding to ensure smooth handoffs and a strong start for new clients.
• Assist customers in converting Implentios findings and your recommendations into measurable savings and efficiency improvements.

WHAT WERE LOOKING FOR

• 3-6 years of experience in customer success, account management, consulting, or analytics in a SaaS environment.
• Strong analytical skills — comfortable working with data, building analyses, and presenting findings in plain language.
• Experience managing a portfolio of clients with accountability for retention, adoption, and expansion.
• Background in logistics, fulfillment, supply chain, or ecommerce operations is strongly preferred.
• Proficiency with Excel or Google Sheets; familiarity with SQL or BI tools is a plus.
• Strong communication and relationship skills, including handling difficult conversations while maintaining trust.

WHAT SUCCESS LOOKS LIKE

• You build a strong understanding of our clients, workflows, and value proposition in your first few months.
• You become a trusted point of contact by pairing responsiveness with strong judgment and useful recommendations.
• You help clients identify opportunities, solve problems early, and get more value from the platform.
• You contribute to strong retention, adoption, and expansion across your portfolio.
• You work effectively across onboarding, product, and operations to improve the client experience.

WHO YOU ARE

• You measure your success by your clients outcomes, not your activity metrics.
• You do not wait for someone else to pull the data — you dig in and know what questions to ask.
• You spot problems early and show up with a solution, not just a heads-up.
• You translate complexity into clear, confident recommendations in writing and in conversation.
• You work well across functions and make the broader team better through clear communication.