Max Retail

Customer Success Manager

• Own day‑to‑day CRM hygiene (HubSpot) for the Success book: dedupe, normalize fields, maintain deal stages, owners, segments, and health scores.
• Create and maintain dashboard views and lists for at‑risk, dormant, and top sellers; ensure data is current before weekly Success standups.
• Enforce naming conventions and documentation standards across deals, tickets, and opportunities.
• Prioritize opportunities for growth with sellers (e.g., integrations, marketplace activation, new features).
• Run the "return from vacation" workflow: identify paused sellers, coordinate comms, confirm inventory readiness, and re-activate.
• Trigger and track re-activation playbooks (e.g., relisting cadence restart, first-30-days health checks, post‑relist nudges).
• Coordinate and execute integrations for existing sellers (e.g., Shopify, Square, Lightspeed) with clear checklists and validation steps.
• Liaise with Support/Engineering when API or authorization issues arise; file high‑quality tickets with logs, repro steps, and screenshots.
• Verify data mapping (SKUs, categories, pricing, tax, inventory quantities) and run post‑integration QA.
• Be the first stop for Success-admin tasks: listing errors, catalog corrections, account flags, and policy clarifications.
• Own escalation runbooks: define when/how to escalate to Support or Engineering; track SLAs and close the loop with Success and the seller.
• Convert repeated fixes into SOPs and macros; train Support so issues are handled at Tier 1 going forward.
• Prepare weekly Success ops packet: MTD active sellers, relisting %, inventory uploads, re-activations, top-seller health, open issues, and risks.
• Maintain the Success scorecard dashboards (Google Sheets, HubSpot, Zoho): source-of-truth metrics vs. forecast/targets.
• Log notes and drive action items to completion; keep a living changelog of process updates and known issues.
• Write crisp SOPs, checklists, and how‑to guides for recurring workflows (customer-facing and internal versions).
• Help maintain a structured knowledge base; update outdated content.
• Suggest automation opportunities (forms, scripts, HubSpot workflows, Sheets) and partner with Ops/Eng to implement.
• **Pipeline accuracy**: ≥ 98% completeness for required fields; < 1% duplicate rate; SLA on stage updates within 24 hours.
• **List delivery**: Target lists ready ≥ 2 business days before campaigns; conversion metrics tracked and reported weekly.
• **Integration throughput**: 1-2 integrations/week completed with ≥ 95% pass on QA checklist; integration issues routed with complete tickets within 1 business day.
• **Re‑activation motion**: 10 dormant sellers contacted weekly; 10% re‑activation rate within 30 days; vacation-to-active cycle time ↓ by 50%.
• **Issue deflection**: 75% of recurring admin issues moved to Support Tier 1 with SOPs; measurable reduction in Success “fire‑fighting” time.
• **Documentation**: All core workflows have up‑to‑date SOPs with owners.

Customer Success Enablement Specialist