Pipe17

Customer Success Manager

• Own retention and renewals
• Lead renewal timelines and renewal conversations, ensuring on-time execution
• Maintain accurate renewal forecasts and risk tracking across your book of business
• Identify churn risk early and coordinate mitigation plans across internal teams
• Drive expansion revenue
• Identify and execute expansion opportunities such as additional channels, volume tiers, new workflows, and multi-year agreements
• Lead QBRs and account planning sessions tied to customer goals and outcomes
• Build close plans and coordinate internal resources to support upsell and cross-sell motions
• Own the customer relationship
• Act as the main customer point of contact and manage communication, expectations, and timelines
• Guide onboarding and ongoing enablement, especially around workflows and operational change
• Ensure customers adopt the product and realize measurable business outcomes
• Create clear success plans tied to how ecommerce teams operate and scale
• Commerce-aware support and escalation management
• Triage customer issues and coordinate with Support, Product, and Engineering to drive resolution
• Own customer communication during escalations with clear status updates and expectation-setting
• Bring structure to customer pain points by identifying root causes and preventing repeat issues
• Operate your book of business
• Keep CRM data clean, including account notes, renewal dates, customer health, stakeholders, and activity
• Build lightweight reporting on retention, expansion pipeline, risks, and account sentiment
• Improve the post-sale motion by creating reusable templates, playbooks, and workflows

Customer Success Manager – Renewals