Customer Success Manager – Renewals

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🕒 January 31

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Pipe17

WebsiteLinkedInAll Job Openings

11 - 50 employees

🛍️ eCommerce

☁️ SaaS

🤝 B2B

💰 $8M Venture Round on 2021-02

eCommerce • SaaS • B2B

Pipe17 is a company specializing in omnichannel order management, providing a seamless and automated solution for ecommerce operations. Their platform, the Order Hub, offers capabilities for merchants and 3PLs to process orders efficiently across multiple channels and applications, utilizing AI technology. Pipe17 integrates various commerce systems, warehouses, and ERPs without the need for extensive IT resources. It offers real-time inventory updates, exception management, and enables businesses to scale efficiently while reducing operational costs. The company focuses on streamlining order flows, enhancing connectivity, and ensuring profitable growth for ecommerce businesses.

📋 Description

• 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

🎯 Requirements

• 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)

🏖️ Benefits

• 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