Customer E-Commerce Success Specialist

Job description:

The Customer Success Manager plays a key role in supporting customer adoption, satisfaction, and retention.

This role is ideal for someone who is customer-centric, organized, eager to learn, and excited to grow within a SaaS customer success organization. You will support a mix of small to mid-market and select high-touch customers while developing the skills needed to manage more complex accounts over time.

• Manage revenue retention, engagement plans and flag at-risk in assigned customer base.
• Support a portfolio of customers by serving as a day-to-day success contact.
• Monitor customer engagement, usage, and health indicators to identify potential risks or opportunities.
• Participate in customer check-ins, QBR preparation, and follow-ups under the guidance of senior team members.
• Support renewal and expansion efforts by reinforcing product value and customer outcomes.

• Assist with onboarding activities to help customers successfully launch and adopt the Tenant platform.
• Guide customers through product features, workflows, and best practices.
• Help maintain and update customer success playbooks, templates, and enablement materials.
• Develop deep familiarity with Tenants products and act as a trusted product resource for customers.

• Partner with Sales, Support, Product, and Engineering teams to address customer needs and feedback.
• Escalate customer issues appropriately and help track resolutions.
• Assist with customer communications related to product updates or service notifications when needed.
• Maintain accurate customer records, tasks, and workflows in Monday.com and other tools.

• Track customer health, adoption metrics, and engagement trends.
• Learn how to interpret customer data and translate insights into action.
• Support continuous improvement of Customer Success processes and documentation.
• Assist with support overflow or customer inquiries during peak periods.

• Build strong working relationships across a collaborative, mostly remote team.
• Demonstrate a customer-first mindset, accountability, and eagerness to learn.
• Participate in team meetings, training sessions, and professional development opportunities.
• Contribute positively to a culture of growth, feedback, and shared success.

• 5 years of experience in a customer-facing role (Customer Success, Support, Account Management, Sales, or similar), preferably in a SaaS environment.
• Strong interest in Customer Success, customer experience, and technology.
• Excellent communication skills—written, verbal, and interpersonal.
• Highly organized with the ability to manage multiple tasks and priorities.
• Comfortable working with data and learning how to use metrics to guide decisions.
• Experience with tools like Zendesk, Monday.com, CRM systems, or similar platforms is a plus.
• Curious, proactive, and motivated to grow into a more senior Customer Success role over time.

• High school or equivalent (Required)

• CRM systems: 3 years (Preferred)
• Customer Service: 5 years (Required)
• Customer Success & Support: 5 years (Required)
• Account Management: 5 years (Preferred)
• Excellent Communication Skills: 5 years (Required)
• Zendesk: 3 years (Preferred)
• E-Commerce: 3 years (Preferred)

• Newport Beach, CA 92658 (Preferred)

Hybrid remote in Newport Beach, CA 92658