Customer Success Manager

Company Description Convertcart empowers online businesses to deliver outstanding customer experiences throughout the shopper journey and drive sustainable revenue growth. Over 500 brands across 35 countries, including Everlast, USA Hockey, and the American Heart Association, rely on Convertcart to improve traffic-to-sales conversion rates cost-effectively. Rather than offering a one-size-fits-all SaaS product, Convertcart customizes its ecosystem to each client’s specific needs and actively consults to drive measurable outcomes such as higher conversions, better retention, and lower acquisition costs. The platform unifies 16 tools into a single environment, covering capabilities like product recommendations, reviews, intelligent search, personalized emails, social proof, A/B testing, and deep analytics. This focus on simplicity and results makes Convertcart a partner of choice for modern e-commerce teams.

Role Description The Customer Success Manager is a full-time, remote role responsible for guiding clients to achieve strong business outcomes with Convertcart’s platform and services. Day-to-day, this role involves onboarding new customers, understanding their goals and workflows, and configuring solutions to align with their objectives. The Customer Success Manager will monitor key performance metrics, analyze campaign and platform data, and proactively recommend optimization strategies to improve conversion, retention, and overall customer experience. This role includes building long-term relationships with stakeholders, coordinating with product, marketing, and support teams, and ensuring timely resolution of issues and requests. The Customer Success Manager will also lead regular check-ins, share best practices, and help clients adopt new features to maximize value from the Convertcart ecosystem.

Qualifications

• Manage the post-sales relationship of a portfolio of customer accounts to foster long-term business partnerships.
• Communicate telephonically with US-based clients.
• Present and gather approvals on hypotheses for A/B testing and website improvement recommendations based on qualitative insights and quantitative data developed by the in-house business analyst.
• Work with customers to establish critical goals, plan the entire account strategy or quarterly campaign launch/initiation plan, and help customers achieve their goals.
• Coordinate with cross-functional teams like Product, Engineering, and Development to ensure projects or campaigns are launched in a timely manner.
• Understand customer pain points and help drive escalations by coordinating between Product Management, Support groups, and other cross-functional teams.
• Present A/B test results to determine the impact on conversion and ROI.
• Build, maintain, and present dashboards to track account performance, campaign outcomes, and key customer metrics.
• Analyze data trends and customer usage patterns to generate actionable insights and reporting for both internal stakeholders and customers.
• Prepare periodic analytics reports summarizing performance, growth opportunities, and areas of concern, translating raw data into clear business recommendations.
• Increase customer satisfaction by understanding business needs and accurately matching solutions and offerings to these needs.
• Act as an escalation point to drive problem resolution in a timely and proactive manner.
• Proactively identify and correct any issues that could affect customer satisfaction or retention.
• Monitor customer health to track usage and satisfaction, using data and dashboards to flag risk early.
• Deliver periodic (monthly/quarterly) Business Reviews with customers, especially at the C-level and with their stakeholders.
• Review and analyze key metrics to demonstrate progress and provide data-backed recommendations.
• In concert with the Sales team, forecast retention, renewal, and status for assigned accounts.
• Empathize with every aspect of the customer experience, putting customer needs first.
• Work with customers to maximize value realization by ensuring a productive partnership that meets service level agreements (SLAs).

Key Requirements

• Excellent verbal and written communication skills are a must - including the ability to clearly present data-driven insights and reports to both internal teams and C-level client stakeholders.
• Prior experience in international Customer Success, Professional Services, consulting, or an equivalent track record of increasing customer satisfaction, adoption, and retention.
• Hands-on experience with data analytics, dashboard building (e.g., Excel, Tableau, Power BI, Google Data Studio, or similar tools), and translating data into actionable insights and reports.
• Understanding of e-commerce business, strategic marketing, and online marketing/campaign management is strongly desired.
• Digital marketing experience demonstrating in-depth understanding of online brand development, data analytics, campaign management, and customer/email acquisition will be an added benefit.
• Experience working in a multi-cultural, global organization.
• Strong structured work methods, multitasking, and time management skills.
• Excellent interpersonal skills and the confidence to be an honest advocate — willing to push back when needed in the best interest of the business and the customer.
• Good presentation skills, particularly for delivering data insights and business reviews.
• Proven ability to collaborate and build strong relationships with customers, especially at the C-level, along with proven experience managing project implementations.
• Proficient in AI tools like Claude.