Customer Success Manager

C2's client is a global software company that believes ecommerce platforms should enable sustainable growth. More than a software provider, they act as a strategic partner in the evolution of ecommerce, helping businesses scale, improve efficiency, and deliver exceptional digital customer experiences.

They are seeking a dedicated Customer Success Manager (CSM) with a strategic lens, a customer-first mindset, and a drive to proactively own their portfolio of accounts. The right candidate works urgently, communicates progress clearly, anticipates customer and leadership needs, and doesn't wait to be told what comes next—they bring new ideas and continuously move the company, and client outcomes, forward.

Start Date:
ASAP

Duration:
Full-time, Direct Hire

Location:
Hybrid – Milwaukee, WI area preferred

Compensation:
Commensurate with experience

Technology:
Client provides hardware and software

Interview Process:

• Zoom interview with direct supervisor for the role
• DISC Assessment
• Onsite interview with owner and C-Suite execs - may be stretched over 2 onsite interviews based on availability

Responsibilities:

• Lead collaborative onboarding and implementation for new customers, working closely with internal product, launch, and partner teams
• Serve as an expert on client's SaaS products, maintaining up-to-date functional and technical knowledge
• Manage a portfolio of accounts, building long-term relationships and acting as a trusted industry advisor
• Act as the voice of the customer, collaborating with product teams, shaping roadmaps, and championing feature improvements through client feedback
• Apply industry acumen to address, anticipate, and translate customer business needs, especially for manufacturing and distribution businesses
• Develop customer success plans outlining critical milestones, goals, and proactive solutions
• Focus on customer retention and growth by leveraging business intelligence to identify pain points and deliver value-driven recommendations
• Monitor customer health through data analytics; analyze performance trends and provide strategic feedback for continuous improvement
• Advise customers on best practices and change management, helping them demonstrate product value and secure internal buy-in
• Mentor other CSMs and contribute to a culture of team growth, knowledge sharing, and constructive feedback

Qualifications & Skills

Required:

• Minimum 5 years' experience in customer success,