Customer Success Manager

Summary

At Monsoon, our Customer Success Managers are more than account reps—they’re strategic partners, trusted advisors, and operational lifelines to some of the most successful eCommerce sellers in the game. In this hybrid role, you’ll guide customers from onboarding through long-term growth, helping them get the absolute most out of our powerful suite of eCommerce tools.

You’ll dive deep into the mechanics of online retail across Amazon, eBay, Walmart, Shopify, and more—while becoming an expert in the Monsoon platform and a champion for your clients’ success. If you love tech, thrive on variety, and have a knack for turning problems into possibilities, this is your moment.

Key Responsibilities

Customer Success

• Be the go-to resource for your portfolio of clients, focused on retention, satisfaction, and strategic growth.
  
   
• Run proactive check-ins, review performance metrics, and lead business consultations that help clients grow smarter.
  
   
• Identify and mitigate risk while uncovering opportunities for expansion into new channels or product upgrades.
  
   
• Advise clients on everything from software settings and industry changes to marketplace compliance and workflow optimization.
  
   

Customer Onboarding

• Lead new clients through onboarding, ensuring seamless software setup and killer first impressions.
  
   
• Tailor onboarding flows to fit each client’s business model and target marketplaces.
  
   
• Share best practices and provide workflow guidance that makes complex operations feel like clockwork.
  
   
• Triage onboarding issues and collaborate with Sales, Account Management and Engineering to resolve roadblocks fast.
  
   

Special Projects & Cross-Functional Collaboration

• Own special initiatives that improve the customer experience, scale our success strategy, and keep Monsoon ahead of the curve.
  
   
• Partner across departments—Product, Engineering, Sales, Marketing, Support—to deliver client-centric improvements.
  
   
• Help create content such as consultation reports, help guides, and internal training materials.
  
   
• Liaise with marketplaces to resolve complex issues and maintain compliance.
  
   

Required Skills & Experience

• 6-8 years in eCommerce Account Management or Customer Success - bonus if you’re experienced in Project Management and SaaS Implementation.
  
   
• Familiarity with retail back-office inventory/order management and warehouse systems.
  
   
• Excel power-user with ability to analyze large datasets and move insights into strategic actions.
  
   
• Experience with CRM tools and Support platforms (e.g HubSpot, Keap, JIRA, chatwoot), project trackers and reporting tools.
  
   
• Familiarity with SQL and modern web technologies such as https, html, xml and json is a plus.
  
   
• A curious, confident communicator who can translate complex ideas into customer-friendly solutions.
  
   
• Comfortable engaging with stakeholders at every level of a client’s organization, from frontline staff to business owner or executive leadership.
  
   
• BA, BS, or equivalent real-world expertise.