Senior Customer Success Manager

Fastr

Senior Customer Success Manager overseeing strategic e-commerce customer success and relationship management at Fastr. Driving retention, expansion, and commercial negotiations for a key portfolio.

Posted 6/17/2026full-timeRemote • Massachusetts • 🇺🇸 United StatesSeniorWebsite

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.
Lead commercial negotiations on renewals, expansions, multi-year agreements, and mid-term amendments — including pricing, discounting, term length, and contractual protections.
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
Retirement plans
Paid time off
Flexible work arrangements
Professional development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successaccount managementrenewal lifecycle managementnegotiation strategyretention targetsexpansion quota managementstrategic account planningdata analysise-commerce technologyB2B SaaS

Soft Skills

commercial negotiationexecutive presenceanalytical instinctsstakeholder managementcommunicationproblem-solvingrelationship buildingstrategic thinkingadaptabilityleadership