Senior Client Success Manager

The Opportunity 

You'll lead the onboarding and growth journey for new and existing customers, develop and execute tailored account plans, and champion customer needs across the organization. Success in this role requires a blend of commercial acumen, relationship management, strategic thinking, and a passion for helping customers succeed.

What You'll Own

• Own a portfolio of strategic enterprise clients, driving revenue growth, retention, adoption, and customer satisfaction.
• Develop and execute account strategies that identify expansion opportunities, mitigate risk, and maximize long-term customer value.
• Lead Executive Business Reviews (EBRs), Quarterly Business Reviews (QBRs), and strategic planning sessions with client stakeholders.
• Act as the primary point of contact and trusted advisor for client leadership teams, providing guidance on ecommerce strategy, industry trends, and ESW capabilities.
• Analyze customer performance data and develop actionable recommendations to improve commercial outcomes and operational efficiency.
• Lead cross-functional initiatives involving Delivery Services, Operations, Product, Engineering, Sales, and Finance to ensure successful delivery of client objectives.
• Drive onboarding, implementation, and adoption activities for new customers and new product launches within existing accounts.
• Identify, manage, and escalate client risks while proactively developing recovery and retention plans where required.
• Build and maintain comprehensive account plans grounded in deep knowledge of the customer, their business objectives, market position, and growth strategy.
• Champion the voice of the customer internally and influence product direction through customer insights and feedback.
• Ensure accurate forecasting, pipeline management, and account documentation within Salesforce and other internal systems.
• Mentor Customer Success team members and contribute to best practices, process improvements, and team development initiatives. 
• Maintain deep expertise in global ecommerce, cross-border trade, industry innovation, and ESW solutions. 

What We're Looking For

• Proven ability to build, manage, and grow strategic relationships with enterprise customers, driving retention, customer satisfaction, and revenue growth (Ideally 7+ years of relevant CSM experience)
• Strong commercial acumen with experience identifying growth opportunities, negotiating business outcomes, and influencing executive stakeholders
• Strong understanding of ecommerce operations, international logistics, cross-border commerce, payments, and digital commerce trends
• Technical proficiency with API-based integrations, ecommerce ecosystems, web technologies, and platforms such as Shopify, Salesforce Commerce Cloud, Adobe Commerce, and related technologies
• Experience delivering executive-level business reviews and presenting strategic recommendations to senior customer audiences
• Excellent communication skills with the ability to translate complex technical concepts into clear business value
• Proven ability to influence cross-functional teams and lead initiatives in a matrixed environment
• Strong analytical capabilities with experience leveraging data to make business recommendations and drive decision making
• Advanced proficiency with Salesforce, Excel, PowerPoint, and business intelligence/reporting tools
• Active interest in AI adoption, automation, and operational efficiency, including experience using Microsoft Copilot or similar technologies
• Experience mentoring team members and contributing to organizational capability building is highly desirable

The salary range for this role is $105,000.00 to $135,000.00 annually + bonus + benefits.

About ESW