E-commerce Customer Success Manager

Placements24; Queenstown; Hybrid; NZD 70,000 - 100,000; Full time

Benefits offered by this job

Fully remote work

Competitive salary

Career development opportunities

Collaborative team

Job summary

Placements24 is seeking an experienced E-commerce Customer Success Manager to join a fully remote team. You will be the main contact for customers, driving retention and onboarding, and guiding clients to maximize product use.

The ideal candidate has 3+ years in CS or account management, excellent communication, and a proactive approach to solving issues. This role offers flexible remote work and opportunities to influence product improvements through customer feedback.

Qualifications

• 3+ years in customer success, customer support, or account management.
• Experience in e-commerce is preferred.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to manage multiple customer accounts remotely.

Responsibilities

• Manage a portfolio of e-commerce customers, ensuring satisfaction and retention.
• Serve as the primary point of contact for inquiries, issues, and feedback.
• Proactively engage with customers to understand needs and provide tailored solutions.
• Resolve issues efficiently and escalate complex problems when necessary.
• Educate customers on product features and benefits to drive engagement.
• Gather feedback and share insights with product, sales, and marketing teams to drive improvements.
• Develop and maintain strong, long-lasting customer relationships.
• Monitor customer health metrics and identify at-risk accounts for intervention.
• Contribute to creating customer success resources like FAQs and knowledge bases.
• Champion the customer voice within the organization.

Skills

Customer success

Account management

CRM proficiency

Communication

Education

Business Administration degree

Tools

CRM software

Job description

About the Role

Our client is looking for a dedicated and empathetic E-commerce Customer Success Manager to join their fully remote team, focusing on ensuring exceptional experiences for their valued customers. This role is critical for building strong customer relationships, fostering loyalty, and driving repeat business through outstanding support and proactive engagement. You will be the primary point of contact for customers, addressing inquiries, resolving issues, and providing guidance to help them maximize their use of our products and services. The ideal candidate possesses excellent communication skills, a deep understanding of customer service principles, and a passion for exceeding expectations. This fully remote position offers the flexibility to work from anywhere, collaborating with a dynamic team that is committed to customer satisfaction. You will play a key role in gathering customer feedback to inform product development and service improvements. This is an excellent opportunity for an individual who thrives on helping others and making a tangible difference in the customer's journey within the e-commerce space. The position is integral to maintaining high customer retention rates and contributing to the overall success of our client's business.

Key Responsibilities

• Manage a portfolio of e-commerce customers, ensuring their satisfaction and retention.


• Serve as the primary point of contact for customer inquiries, issues, and feedback.


• Proactively engage with customers to understand their needs and provide tailored solutions.


• Resolve customer issues efficiently and effectively, escalating complex problems when necessary.


• Educate customers on product features and benefits, driving deeper engagement.


• Gather customer feedback and share insights with product, sales, and marketing teams to drive continuous improvement.


• Develop and maintain strong, long-lasting customer relationships.


• Monitor customer health metrics and identify at-risk accounts for proactive intervention.


• Contribute to the creation of customer success resources, such as FAQs and knowledge base articles.


• Champion the customer's voice within the organization.

Requirements

• Bachelor's degree in Business Administration, Communications, or a related field.


• Minimum of 3 years of experience in customer success, customer support, or account management, preferably in e-commerce.


• Proven ability to build and maintain strong customer relationships.


• Excellent communication, interpersonal, and problem-solving skills.


• Strong understanding of e-commerce processes and customer needs.


• Proficiency in using CRM software and customer support tools.


• Ability to manage multiple customer accounts and prioritize effectively.


• Empathetic and customer-centric approach.


• Self-motivated and able to work independently in a remote setting.


• Familiarity with customer success platforms and methodologies is a plus.

Benefits

• Fully remote work arrangement offering maximum flexibility.


• Competitive salary and potential for performance-based incentives.


• Opportunity to directly impact customer satisfaction and retention.


• Work with a supportive and customer-focused team.


• Professional development opportunities and training in customer success strategies.


• Be part of a growing company that values its customers.


• Contribute to building a world-class customer experience.