Senior Customer Success Manager (B2B SaaS | eCommerce Analytics)
About the Company
Our client is a fast-growing B2B SaaS company transforming how modern eCommerce brands measure and optimize marketing performance. Their analytics platform empowers leading online retailers with actionable attribution, marketing insights, and performance data to make smarter investment decisions across digital channels
Trusted by high-growth consumer brands, the company partners with marketing, media, and data teams to help customers maximize return on advertising spend, improve customer acquisition strategies, and drive sustainable growth. They foster a collaborative, customer-first culture where innovation, ownership, and cross-functional teamwork are highly valued
About the Role
Our client is seeking a Senior Customer Success Manager to own and grow relationships with a portfolio of enterprise eCommerce customers while ensuring they maximize the value of the company's analytics platform
This is not a traditional customer support role. You'll serve as a trusted advisor, technical problem solver, and strategic partner, helping customers successfully integrate the platform into their marketing ecosystem, troubleshoot technical issues, interpret performance data, and drive long-term product adoption
You'll collaborate closely with Product, Engineering, Media Strategy, and Onboarding teams to deliver an exceptional customer experience while proactively identifying opportunities to improve customer health, retention, and overall success
Key Responsibilities
- Manage a portfolio of enterprise customer accounts and build long-term strategic relationships
- Guide customers through product adoption, implementation, and ongoing success
- Support customers with platform integrations, configurations, and technical troubleshooting
- Serve as the primary point of contact for customer inquiries, product questions, and technical support requests
- Investigate customer issues using internal tools and coordinate with Product and Engineering teams to ensure timely resolution
- Monitor customer health metrics, platform usage, and engagement to proactively identify retention risks
- Develop success plans and drive initiatives that improve product adoption and customer outcomes.
- Partner with internal Media Strategy teams to prepare customer business reviews, performance reports, and actionable recommendations.
- Help customers understand marketing attribution, campaign performance, conversion trends, and other analytics insights.
- Track feature requests, product feedback, and bug reports while advocating for customer needs internally.
- Coordinate across Customer Success, Product, Engineering, Support, and Onboarding teams to ensure a seamless customer experience.
- Identify opportunities to improve customer workflows, automate health tracking, and scale engagement processes.
- Maintain accurate account documentation, customer activity, and communications within CRM systems
Requirements
- Bachelor's degree in Business, Marketing, Information Systems, Analytics, or a related field.
- 3+ years of experience in Customer Success, Technical Account Management, Account Management, Technical Support, or similar customer-facing SaaS roles.
- Experience supporting enterprise or mid-market B2B SaaS customers.
- Strong understanding of the eCommerce ecosystem and digital marketing technologies.
- Familiarity with marketing analytics and attribution concepts.
- Experience working with platforms such as Shopify, Google Analytics, Meta Ads Manager, Google Ads, TikTok Seller Center, or similar tools.
- Strong technical aptitude with experience troubleshooting software integrations and product configurations.
- Experience managing a portfolio (book of business) and driving customer retention.
- Ability to identify customer health risks through usage data and proactively improve customer engagement.
- Excellent communication skills with the ability to explain technical concepts to both technical and non-technical stakeholders.
- Experience collaborating cross-functionally with Product, Engineering, Support, and Customer Success teams.
- Strong organizational and project management skills with the ability to manage multiple priorities simultaneously.
- Experience using CRM platforms such as HubSpot, Salesforce, or similar systems.
- Comfortable analyzing customer data and translating insights into actionable recommendations
Nice to have
- Experience within marketing technology (MarTech), analytics, or advertising technology (AdTech) companies.
- Experience supporting eCommerce brands or digital marketing teams.
- Understanding of attribution modeling, UTMs, pixels, conversion tracking, APIs, and marketing integrations.
- Experience with customer health scoring, lifecycle management, or customer success platforms.
- Familiarity with data visualization or business intelligence tools such as Tableau, Looker, Power BI, or similar platforms
