Senior Client Success Manager

ESW; New York (NY); Hybrid; USD 132,000 - 190,000; Full time

Job summary

ESW is looking for a Senior Client Success Manager to ensure client success and drive growth in e-commerce. This role involves strategy development, account management, and fostering client relationships to enhance service experience. Join ESW and contribute to a diverse and inclusive work culture.

Benefits

Competitive salary and benefits

Professional and personal development

Hybrid Working

Diversity, Belonging & Inclusion

Qualifications

• 5-7 years of experience in e-commerce or fulfillment.
• Strategic approach to growth opportunities.
• Strong relationship building and influencing skills.
• Knowledge of B2C e-commerce industry preferred.

Responsibilities

• Manage a portfolio of clients to exceed revenue targets.
• Drive account strategies in collaboration with internal teams.
• Cultivate strong client relationships to prevent churn.
• Monitor client performance and communicate insights.

Skills

Account management

Relationship building

Strategic planning

Data analysis

E-commerce knowledge

Job description

ESW seeks a Senior Client Success Manager to join our growing Client Relationship Management group. Successful candidates will be a client-focused professional who is passionate about account growth, retention and providing a world class service experience.

Responsibilities

• Manage a portfolio of clients ensuring they consistently meet/exceed revenue and profit objectives.
• Develop and drive a growth-focused account strategy for your book of business in collaboration with sales, marketing, product and other internal collaborators.
• Run the business review process with clients and internal collaborators.
• Cultivate trusting client relationships at all levels that strengthen and broaden our reach and coverage, demonstrating ESW’s value and preventing churn.
• Proactively partner with relevant internal functional owners to ensure overall performance to client contract, SLA’s, and business goals.
• Own client communications, while being recognized by the client as a business partner and key point of contact and subject matter expert across all aspects of the ESW solution.
• In partnership with client and internal functions, drive account improvement initiatives in the areas of growth, innovation, service, profitability, and cost optimization.
• Monitor and analyze client performance including forecasts, trends and KPIs, communicating the relevant impact to internal collaborators.

Requirements

• 5-7 years of relevant business or professional experience in e-commerce or e-commerce cross-border fulfillment.
• Takes a strategic approach to identifying growth opportunities with a 2-3 year outlook. Can lead planning workshops with Clients to develop the roadmap.
• Balances a longer term strategic vision for the account while managing the daily operations of the business.
• Experience in developing a case for prioritization with internal collaborators.
• Demonstrated account management subject area, process development, issue resolution, data analysis and driving growth.
• Excellent relationship building and influencing skills, with internal and external collaborators. Acts as the client champion internally.
• In-depth knowledge of the B2C ecommerce industry within an on-line retailer or brand environment preferred. Cross border experience a plus.
• Knowledge of ecommerce user experience standard processes, data and analytics, and ecommerce operations.
• Strong ability to analyze business needs and demonstrate success in managing client contracts.
• Excellent written and oral communication skills.
• Strong ecommerce reporting and analysis skills to drive actionable insights and growth recommendations.
• Knowledge of and ability to learn online project management and issue tracking tools, reporting, and other workflow management systems.
• Demonstrated ability to thrive in a fast-paced environment and act with a sense of urgency in client issue resolution.
• A desire to keep informed of the latest trends and changes in the international and global ecommerce industry as well as the client’s industry vertical.

The salary range for the position is $132,500.00 - $189,300.00 USDper year.

About ESW

Our purpose is simple: to create moments that matter between people and the brands they cherish. We enable brands to expand their global reach, facilitating simple and seamless ecommerce experiences for consumers worldwide. Through our integration solutions, we deliver a complete international checkout experience, including local duties, taxes, fulfilment, delivery management, and global returns and payment processing capabilities.

Guided by our values—Own It, Champion Simplicity, Win as One, and Debate then Commit—we strive to foster innovation, accountability, and teamwork, creating solutions that inspire trust and drive impactful results.

• Competitive salary and benefits: Your financial well being is important to us. Join ESW and experience the satisfaction of being rewarded for your hard work, dedication and commitment.
• Professional and personal development: Find your spark and leave your mark. We will ensure your talent is nurtured and cultivated for growth and success throughout your career with ESW.
• Hybrid Working: Our Hybrid Working Model empowers you to embrace the flexibility of hybrid working and enjoy the best of office and remote work.
• Diversity, Belonging & Inclusion: When we win, we win together. You'll be part of a culture that values every individual for who they are, fostering an environment where uniqueness is encouraged.

ESW is an equal opportunity employer, and we’re proud of our ongoing efforts to foster diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at ESW are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law.

If you require any reasonable accommodations or adjustments throughout the hiring process, please let us know. We are dedicated to ensuring equal access and opportunity for all candidates.

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