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About the role
Key responsibilities & impact- 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.
Requirements
What you’ll need- 5-8 years of customer-facing experience in Customer Success, Account Management, or a hybrid CSM/AM role at a B2B SaaS company.
- Proven commercial track record — demonstrable ownership of renewal and expansion quota, with consistent attainment of NRR / GRR / expansion ARR targets.
- E-commerce technology experience — previous experience working within ecommerce or retail technology.
- Commercial negotiation skills — experience running multi-year renewals, price increases, discount structures, and enterprise procurement cycles.
- Strategic account planning rigor — comfort building joint success plans, stakeholder maps, whitespace analyses, and EBR narratives for enterprise customers.
- Executive presence — able to hold the room with VP- and C-level retail/digital executives and translate technical roadmaps into business impact.
- Strong analytical instincts : You can read account data, identify patterns, and build a point of view from it.
Benefits
Comp & perks- Health insurance
- 401(k) matching
- Paid time off
- Remote work options
ATS Keywords
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Hard Skills & Tools
customer successaccount managementrenewal lifecyclenegotiation strategyretention targetsexpansion quotastrategic account planninganalytical skillse-commerce technologycommercial negotiation
Soft Skills
executive presencecommunicationproblem-solvingrelationship buildingstrategic thinkingstakeholder managementadaptabilitycollaborationinfluencingtrust building