Job Description

Client Success Manager

Cart.com is hiring a Client Success Manager (CSM). Our dedicated team of client success managers bridge the gap between our clients and our operations, tech, and sales teams to deliver a seamless experience. The right CSM not only advocates for our clients but also helps them maximize their partnership with Cart.com, ensuring mutual success and satisfaction.

The ideal candidate excels in listening, communicating, and troubleshooting while prioritizing tasks efficiently in a fast-paced, dynamic environment. They're adept at building strong relationships, using data to drive decisions, and staying organized amidst evolving priorities. If the thought of handling customer feedback or navigating change overwhelms you, this role will not be the right fit.

What You'll Do:

• Develop and execute a strategic account plan for each assigned client, focusing on business outcomes and measurable results.
• Utilize metrics, KPIs, and data analysis to monitor customer satisfaction, retention, and contract compliance.
• Collaborate closely with product support, operations, and implementation teams to resolve issues and ensure smooth onboarding and integration processes.
• Set and manage clear, measurable expectations for both clients and internal teams.
• Deliver daily/weekly/monthly required reports to the clients as outlined in their contractual statements of work.
• Support the client in managing their SKU/product catalog, as well as inbound and outbound deliveries.
• Proactively monitor contract adherence to maintain compliance and client satisfaction.
• Manage the implementation of new programs and services in a timely and cost-effective manner.

Who You Are:

• You have a basic to intermediate understanding of eCommerce and fulfillment environments and are eager to expand your expertise.
• You excel at relationship management, with strong empathy for customer challenges and a focus on creating positive experiences.
• You're an Active Listener, capable of accurately interpreting and responding to client needs and concerns.
• You bring a high level of technical proficiency, easily explaining complex processes or products to non-technical stakeholders.
• You're a resourceful problem solver, leveraging analytical thinking to develop innovative, client-focused solutions.
• You possess strong project management skills and have a proven ability to juggle multiple priorities.
• You drive decisions through data analysis, ensuring an evidence-based approach to problem-solving and client success.
• You pride yourself on being detail-oriented with a strong sense of urgency, and thrive in environments that require quick responses.

What You've Done:

• 3+ years of experience in Customer Success, Account Management, or a related field, with a proven track record of managing accounts and driving customer satisfaction.
• Developed and executed strategic account plans, resulting in measurable business outcomes.
• Demonstrated ability to manage confidential information with discretion and professionalism.
• Successfully worked across multiple teams (e.g., product, operations, sales) to guide the client journey.
• Experience in eCommerce, logistics, or fulfillment.
• Willing to travel up to 25% as needed.

Nice to Haves:

• Experience working with Order Management Systems (OMS) and Warehouse Management Systems (WMS).
• Experience in project management, having led or contributed to large client projects.
• Prior experience in business development, expanding client accounts and fostering long-term partnerships.

Currently, Cart.com does not intend to hire candidates who will need, now or in the future, Cart.com sponsorship through any non-immigrant visa category such as the H-1B, H-1B1, E-3, O-1, or TN. All hiring is contingent on eligibility to work in the United States. We are unable to sponsor or transfer visas for applicants. Cart.com is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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