Auctane

Customer Success Manager

• Lead, mentor, and develop a team of Customer Success Managers (CSMs), fostering career growth and high performance.
• Develop and execute strategies for churn mitigation and account expansion in partnership with Marketing, Sales, Product, and Revenue Operations.
• Define and track KPIs and strategic objectives aligned with revenue, retention, customer satisfaction, and customer health goals.
• Utilize analytics and customer data points to inform strategies, measure team performance, and enhance customer experiences.
• Collaborate on forecasting, staffing plans, and team-scale processes.
• Coach merchants on growth strategies and best practices for carrier diversification, inventory management, warehouse workflows, software optimization, and tech stack best practices.
• Build and maintain strong relationships with higher ship volume and revenue-producing customers; recommend and implement Auctane products and services.