Senior Customer Success Manager
On-site · Altona, Victoria, Australia
Job Summary
Lead onboarding of large ecommerce merchants, coordinating cross-functional teams (sales, operations, product, and others) to set up clients and internal teams for success; drive onboarding process improvements, manage high-value client relationships, handle complex escalations on-site between warehouse operations and remote support, analyze data to identify operational and commercial risks, synthesize customer feedback into actionable insights for product and operations, and partner with leadership to design and implement SKUTOPIA’s customer success strategy. Strong background in CS, PM, or delivery management with an emphasis on ecommerce/retail/logistics; exceptional communication; proven ability to balance client success with business viability; cross-functional collaboration with product, tech, finance, and operations teams.
Required Qualifications
- Senior Customer Success Manager
- 5+ years in Customer Success/PM/Technical Account Management/Delivery Management or related roles
- experience in eCommerce/retail/logistics preferred
- excellent written and verbal communication
- ability to solve complex operational problems
- cross-functional collaboration experience
- data analysis skills
- on-site liaison between warehouse operations and customer support
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