Customer Success Manager

Job Description:

Who We Are: 

We’re Cart.com, one of the fastest growing commerce enablement companies in the world. We provide the digital and physical infrastructure that empowers thousands of leading B2C, B2B and public sector organizations to unify commerce operations from product discovery to product delivery. 

We’re building toward a world where commerce has no bounds. Our enterprise-grade software, services and logistics infrastructure, including our own network of omnichannel fulfillment and distribution centers, enable merchants to navigate an increasingly complex operating landscape and drive efficient growth. 

Our goal is to be the global backbone of commerce. To achieve it, we’re looking for entrepreneurial, innovative and determined teammates who are eager to help our growing base of customers simplify their commerce operations and seamlessly reach their own customers, wherever they are. Sound like you? We’d love to hear from you. 

Cart.com Fast Facts: 

• 6,000+ customers worldwide 

• 1,600+ employees globally 

• 17 warehouses nationwide, totaling over 10 million square feet of space 

• Headquartered in Houston, TX with international offices in Mexico and Poland 

Our values: 

Cart.com is building a company that is committed to living out these 6 core values: 

• Be brand obsessed: Our lives are shaped by the brands we interact with daily. We obsess over the brands we serve, and about the things they care about. 

• Think beyond the box: “We’ve always done it that way” is not a phrase uttered often at our office. We create creative solutions to complex problems. 

• Don’t give up: We learn from our challenges and see them for what they are; great building blocks to an amazing brand story. 

• Speak up: We communicate clearly and directly because we care deeply. Communication is the bedrock of our community. 

• Work together: We’ve built a team that prides itself on diversity of thought and background. Collaboration is better with contrast. 

• Remember to be human: We work hard, but we leave room for the people, places and things that we love. 

The Role:   

Cart.com is hiring a Client Success Manager (CSM). Our dedicated team of client success managers bridge the gap between our clients and our operations, tech, and sales teams to deliver a seamless experience. The right CSM not only advocates for our clients but also helps them maximize their partnership with Cart.com, ensuring mutual success and satisfaction. 
 

The ideal candidate excels in listening, communicating, and troubleshooting while prioritizing tasks efficiently in a fast-paced, dynamic environment. They’re adept at building strong relationships, using data to drive decisions, and staying organized amidst evolving priorities. If the thought of handling customer feedback or navigating change overwhelms you, this role will not be the right fit. 

What You’ll Do: 

• Develop and execute a strategic account plan for each assigned client, focusing on business outcomes and measurable results. 

• Utilize metrics, KPIs, and data analysis to monitor customer satisfaction, retention, and contract compliance. 

• Collaborate closely with product support, operations, and implementation teams to resolve issues and ensure smooth onboarding and integration processes. 

• Set and manage clear, measurable expectations for both clients and internal teams. 

• Deliver daily/weekly/monthly required reports to the clients as outlined in their contractual statements of work. 

• Support the client in managing their sku/product catalog, as well as inbound and outbound deliveries. 

• Proactively monitor contract adherence to maintain compliance and client satisfaction. 

• Manage the implementation of new programs and services in a timely and cost-effective manner. 

Who You Are: 

• You have a basic to intermediate understanding of eCommerce and fulfillment environments and are eager to expand your expertise. 

• You excel at relationship management, with strong empathy for customer challenges and a focus on creating positive experiences. 

• You’re an Active Listener, capable of accurately interpreting and responding to client needs and concerns. 

• You bring a high level of technical proficiency, easily explaining complex processes or products to non-technical stakeholders. 

•  You’re a resourceful problem solver, leveraging analytical thinking to develop innovative, client-focused solutions. 

• You possess strong project management skills and have a proven ability to juggle multiple priorities. 

• You drive decisions through data analysis, ensuring an evidence-based approach to problem-solving and client success. 

• You pride yourself on being detail-oriented with a strong sense of urgency, and thrive in environments that require quick responses. 

What You’ve Done: 

• 3+ years of experience in Customer Success, Account Management, or a related field, with a proven track record of managing accounts and driving customer satisfaction. 

• 2+ years of experience in a Operations roles or supporting Operations within 3PL, Distribution and/or fulfillment industries.

• You’ve developed and executed strategic account plans, resulting in measurable business outcomes. 

• Demonstrated ability to manage confidential information with discretion and professionalism. 

• You have successfully worked across multiple teams (e.g., product, operations, sales) to guide the client journey. 

• You have experience in eCommerce, logistics, or fulfillment. 

• You are willing to travel up to 25% as needed. 

Nice to Haves:  

• Experience working with Order Management Systems (OMS) and Warehouse Management Systems (WMS). 

• Experience in project management, having led or contributed to large client projects. 

• Prior experience in business development, expanding client accounts and fostering long-term partnerships. 

Currently, Cart.com does not intend to hire candidates who will need, now or in the future, Cart.com sponsorship through any non-immigrant visa category such as the H-1B, H-1B1, E-3, O-1, or TN. 

All hiring is contingent on eligibility to work in the United States. We are unable to sponsor or transfer visas for applicants. 

Cart.com is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.