Senior Customer Success Manager

Job not on LinkedIn

🔥 13 hours ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

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Fastr

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2006

🛍️ eCommerce

☁️ SaaS

🤖 Artificial Intelligence

💰 $2.5M Venture Round on 2022-03

eCommerce • SaaS • Artificial Intelligence

Fastr is a company that provides a comprehensive suite of services and solutions focused on enhancing the eCommerce experience. With its Fastr Frontend Platform, the company offers tools like the Frontend Creator Studio and Publicator, aimed at helping businesses create dynamic content and improve their website's performance. Fastr specializes in design, development, integration services, content and eCommerce strategy consulting, as well as managed and performance services. The company also provides training services to enhance the skills of individuals using its tools. Fastr's adaptive AI assistant and integration capabilities are designed to transform shopping experiences on eCommerce sites, making it easier for businesses to engage customers effectively. Their services are utilized by various businesses and industries to optimize content management and web performance, demonstrated through numerous case studies and customer success stories.

📋 Description

• Own the full renewal lifecycle for a portfolio of strategic e-commerce customers, including forecasting, negotiation strategy, and close. • Drive gross retention and net revenue retention (NRR) targets, with clear accountability for on-time renewals and minimized churn/downsell. • Proactively identify at-risk accounts, build mitigation plans, and mobilize internal resources (Product, Engineering, Executive Sponsors) to resolve escalations before they impact renewal outcomes. • Carry an expansion quota and own the full expansion cycle — from opportunity identification through commercial close — across additional modules, users, storefronts, regions, and premium service tiers. • Lead commercial negotiations on renewals, expansions, multi-year agreements, and mid-term amendments — including pricing, discounting, term length, and contractual protections. • Build and maintain detailed strategic account plans for every top-tier customer, including commercial goals, stakeholder maps, whitespace analysis, success metrics, and 12-24 month expansion roadmaps. • Serve as the trusted advisor and primary commercial point of contact for your customers — the person their executives call first.

🎯 Requirements

• 5-8 years of customer-facing experience in Customer Success, Account Management, or a hybrid CSM/AM role at a B2B SaaS company. • Proven commercial track record — demonstrable ownership of renewal and expansion quota, with consistent attainment of NRR / GRR / expansion ARR targets. • E-commerce technology experience — previous experience working within ecommerce or retail technology. • Commercial negotiation skills — experience running multi-year renewals, price increases, discount structures, and enterprise procurement cycles. • Strategic account planning rigor — comfort building joint success plans, stakeholder maps, whitespace analyses, and EBR narratives for enterprise customers. • Executive presence — able to hold the room with VP- and C-level retail/digital executives and translate technical roadmaps into business impact. • Strong analytical instincts : You can read account data, identify patterns, and build a point of view from it.

🏖️ Benefits

• Health insurance • Retirement plans • Paid time off • Flexible work arrangements • Professional development