Customer Success Manager – Renewals

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Pipe17

SiteLinkedInTodas as Vagas

11 - 50 funcionários

📦 Logística

💼 Consultoria

🛍️ Comércio Eletrônico

💰 $8.000.000 Venture Round em 2021-02

Logistics • Consulting • eCommerce

A Pipe17 é uma empresa especializada em gestão de pedidos omnichannel, oferecendo uma solução integrada e automatizada para operações de e-commerce. Sua plataforma, o Order Hub, proporciona recursos para que lojistas e 3PLs processem pedidos com eficiência em múltiplos canais e aplicações, utilizando tecnologia de IA. A Pipe17 integra diversos sistemas de e-commerce, armazéns e ERPs sem a necessidade de grandes recursos de TI. Oferece atualizações de estoque em tempo real, gestão de exceções e permite que as empresas escalem com eficiência, reduzindo os custos operacionais. A empresa foca em simplificar os fluxos de pedidos, aprimorar a conectividade e garantir um crescimento rentável para negócios de e-commerce.

Descrição

• Own retention and renewals • Lead renewal timelines and renewal conversations, ensuring on-time execution • Maintain accurate renewal forecasts and risk tracking across your book of business • Identify churn risk early and coordinate mitigation plans across internal teams • Drive expansion revenue • Identify and execute expansion opportunities such as additional channels, volume tiers, new workflows, and multi-year agreements • Lead QBRs and account planning sessions tied to customer goals and outcomes • Build close plans and coordinate internal resources to support upsell and cross-sell motions • Own the customer relationship • Act as the main customer point of contact and manage communication, expectations, and timelines • Guide onboarding and ongoing enablement, especially around workflows and operational change • Ensure customers adopt the product and realize measurable business outcomes • Create clear success plans tied to how ecommerce teams operate and scale • Commerce-aware support and escalation management • Triage customer issues and coordinate with Support, Product, and Engineering to drive resolution • Own customer communication during escalations with clear status updates and expectation-setting • Bring structure to customer pain points by identifying root causes and preventing repeat issues • Operate your book of business • Keep CRM data clean, including account notes, renewal dates, customer health, stakeholders, and activity • Build lightweight reporting on retention, expansion pipeline, risks, and account sentiment • Improve the post-sale motion by creating reusable templates, playbooks, and workflows

🎯 Requisitos

• 3 to 8 years experience owning a book of business in Account Management, Customer Success, or post-sale ownership roles • Strong customer-facing skills including structured communication and credibility with stakeholders • Communications playbook for onboarding, account management and renewals/upsells • Comfort owning revenue outcomes including renewals, negotiation, and expansion motions • Commerce fluency and understanding of ecommerce operations and systems • Strong organization and execution skills with the ability to manage multiple accounts effectively • Strong cross-functional collaboration skills • Experience working with ecommerce brands, 3PLs, OMS or WMS tools, marketplaces, or integrations (Nice-to-have) • Familiarity with platforms like Shopify, NetSuite, and Amazon (Nice-to-have) • Experience in B2B SaaS with operational workflows and complex implementations (Nice-to-have) • Experience handling escalations and translating between customers and technical teams (Nice-to-have)

🏖️ Benefícios

• Competitive salary • Great healthcare + dental + vision coverage • Retirement plan • Pick your own equipment. We'll set you up with whatever Apple laptop + monitor combo you want plus any software you need. • Unlimited vacation policy. Plus we require you to take at least 2 weeks off each year. We see most employees take 4 weeks off per year. This isn't a vague policy where unlimited vacation means no vacation