ESW · 2 hours ago
Customer Success Manager - eCommerce
Jersey City
Full-time
Hybrid
Mid, Senior Level
$69K/yr - $89K/yr
5+ years expESW is a company focused on creating meaningful moments between people and the brands they love, empowering brands to expand their global reach in eCommerce. They are seeking an Associate Customer Success Manager to assist in driving client sales, achieving revenue targets, and ensuring customer satisfaction through effective management and strategic development.
Customer ServiceE-CommerceEnterpriseLogisticsSoftware
Responsibilities
Support the CSM team’s achievement of client sales, revenue goals, and overall satisfaction. Assist in managing the day-to-day aspects of our clients’ business through effective cross-functional coordination and collaboration, ensuring all client activities and operational deliverables are communicated clearly and executed efficiently
Respond to client questions and concerns, log incident tickets, and monitor the ticketing system to ensure timely responses and resolutions. Assist with client reporting and use data analysis to recommend opportunities for growth
Support internal and external cross-functional business reviews by preparing visually compelling presentation materials. Assist in the development, coordination, and execution of client initiative project plans. Ensure all client documentation is updated and properly maintained in Salesforce
Work closely with internal teams (Delivery Services, Operations, Product, Engineering, and Sales) to advocate for client needs and ensure seamless product adoption
Build in depth strategic account plans which focus on growth pinned by a thorough knowledge of the brand and their strategies to unlock additional revenue streams and help them grow their business
Working knowledge of Shopify Ecommerce platform as a merchant, partner or user
Develop deep product and internal process knowledge to become a strategic problem solver, capable of identifying and implementing creative solutions and process improvements
Extensive international ecommerce subject-matter knowledge and awareness of global ecommerce trends and innovations
Support internal and external cross-functional business reviews, by preparing visually compelling presentation slides
Assist in the development, coordination and execution of client initiative project plans
Ensure all client documentation is updated and maintained in Salesforce and other required locations
Qualification
Required
Undergraduate degree in an applicable field
5+ years of relevant experience in an account management role in technology, SaaS, Ecommerce or a related business
Proven success in building and maintaining strong internal and external relationships
Technical proficiency: knowledge of API-based integrations, web technologies, and Ecommerce platforms and system integrators (Shopify, SFCC etc.)
Active interest in AI adoption, efficiency, and applying it to day to day operations (experience using MS Co-Pilot)
Client-centricity: Enjoys interacting with clients, comprehends their viewpoint, and can recommend a great outcome for everyone
Collaboration and communication: Excellent ability to communicate complex technical concepts in a clear and business-friendly manner
Dedication to quality: Passionate about quality and will be the champion for the customer internally
Experience with enterprise reporting systems, including the ability to pull and analyze data sets
Strong ability to create business review presentations with solid application of business principles
Strong MS Office skills, including proficiency with Excel (pivot tables, VLOOKUP), and excellent PowerPoint and presentation development skills
Technically savvy with strong analytical and problem-solving abilities
Preferred
Prior experience working with clients as an account manager is preferred
Experience with ecommerce or logistics is a plus
Benefits
15 days of PTO per year
401(k) plan with a 100% company match on your contributions, up to 6% of your salary
Life coverage worth three times your annual salary
Variety of health options, including PPO, HMO, and HDHP
Dental and vision plans
Up to a 10% annual performance bonus
Company
ESW
ESW is a technology company that offers services for retailers and brands.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Claire Jackson
Senior Manager, Global Partner Marketing
Oliane Piana
Global Community Program & Partnership Director
Recent News
2025-11-18
2025-11-18
2025-10-31
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