Pipe17

Customer Success Manager – Renewals

Pipe17

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • 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

Requirements

  • 3 to 8 years experience owning a book of business in Account Management, Customer Success, or post-sale ownership roles
  • Strong customer-facing skills including structured communication and credibility with stakeholders
  • Communications playbook for onboarding, account management and renewals/upsells
  • Comfort owning revenue outcomes including renewals, negotiation, and expansion motions
  • Commerce fluency and understanding of ecommerce operations and systems
  • Strong organization and execution skills with the ability to manage multiple accounts effectively
  • Strong cross-functional collaboration skills
  • Experience working with ecommerce brands, 3PLs, OMS or WMS tools, marketplaces, or integrations (Nice-to-have)
  • Familiarity with platforms like Shopify, NetSuite, and Amazon (Nice-to-have)
  • Experience in B2B SaaS with operational workflows and complex implementations (Nice-to-have)
  • Experience handling escalations and translating between customers and technical teams (Nice-to-have)
Benefits
  • Competitive salary
  • Great healthcare + dental + vision coverage
  • Retirement plan
  • Pick your own equipment. We'll set you up with whatever Apple laptop + monitor combo you want plus any software you need.
  • Unlimited vacation policy. Plus we require you to take at least 2 weeks off each year. We see most employees take 4 weeks off per year. This isn't a vague policy where unlimited vacation means no vacation
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
account managementcustomer successrenewalsnegotiationexpansion revenueonboardingreportingCRM managementrisk trackingecommerce operations
Soft Skills
customer-facing skillsstructured communicationcredibilityorganizationexecutioncross-functional collaborationproblem-solvingrelationship managementexpectation-settingcommunication