Ecommerce CS Lead - Scale & Mentorship

black.ai; New York (NY); On-site; USD 120,000 - 180,000; Full time

Job summary

Instant is seeking a Customer Success Lead to shape and scale its global Customer Success function. You will own a portfolio of strategic ecommerce customers, crafting playbooks and processes to enable the wider CS team to succeed, while collaborating with Product, Sales and Engineering to boost retention and expansion.

You will be hands-on from day one, mentoring other CSMs, and partnering with leadership to shape hiring, team structure and CS standards as the function grows.

Qualifications

• Strong ecommerce / retail experience (industry knowledge)
• Proven experience as a Senior CSM, Strategic CSM or similar within B2B SaaS
• Track record of owning customer relationships and driving retention, adoption and expansion

Responsibilities

• Own portfolio of ecommerce customers, driving adoption, retention and expansion.
• Own key customer health metrics and understand numbers behind portfolio.
• Identify risks early and convert challenges into action plans.

Job description

Instant is seeking a Customer Success Lead to shape and scale its global Customer Success function. You will own a portfolio of strategic ecommerce customers, crafting playbooks and processes to enable the wider CS team to succeed, while collaborating with Product, Sales and Engineering to boost retention and expansion.

You will be hands-on from day one, mentoring other CSMs, and partnering with leadership to shape hiring, team structure and CS standards as the function grows.