Fastr

Customer Success Manager

• 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.
• 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.

Senior Customer Success Manager