Customer Success Manager

Responsibilities

• Lead renewal timelines and conversations to ensure on-time execution
• Maintain accurate renewal forecasts and risk tracking
• Identify churn risk early and coordinate mitigation plans
• Execute expansion opportunities such as additional channels and volume tiers
• Lead QBRs and account planning sessions tied to customer goals
• Act as the main customer point of contact for communication and expectations
• Guide onboarding and ongoing enablement for product adoption
• Triage customer issues and coordinate with Support, Product, and Engineering
• Maintain clean CRM data including account notes and customer health

Requirements

• 3 to 8 years of experience in Account Management, Customer Success, or post-sale roles
• Strong customer-facing communication and stakeholder management skills
• Experience owning revenue outcomes including renewals and negotiations
• Fluency in ecommerce operations and systems
• Strong organization and cross-functional collaboration skills
• Understanding of ecommerce order-to-cash, fulfillment, and logistics fundamentals

Preferred Qualifications

• Experience working with ecommerce brands, 3PLs, OMS, or WMS tools
• Familiarity with Shopify, NetSuite, and Amazon
• Experience in B2B SaaS with complex implementations
• Experience handling technical escalations

About the Company

Pipe17 is an AI-native Enterprise Order Operations Platform for brands and 3PLs. We provide a unified operational layer that manages orders, inventory, products, and fulfillment across every channel and partner.