Senior Enterprise Customer Success Manager – Driving Growth & Retention for Global E‑Commerce Leaders at careerpulse

About careerpulse

careerpulse is the leading conversational AI platform that powers the customer support and sales engines of more than 15,000 e‑commerce brands worldwide. From boutique independent shops to globally recognized retailers, careerpulse’s AI‑driven helpdesk solutions turn every support interaction into a personalized, revenue‑generating conversation. Built on a robust Shopify integration and a suite of advanced e‑commerce tools, careerpulse’s platform understands your brand’s voice, policies, and customer data to deliver seamless, 1‑to‑1 experiences that drive loyalty and lifetime value.

About the Customer Success Team

At careerpulse, we are redefining what it means to provide world‑class customer service in the digital age. Our Customer Success team is the heartbeat of the platform, ensuring that every client not only adopts careerpulse but also extracts maximum value from it. We partner with merchants to transform support into a strategic sales channel, automate repetitive tasks, and unlock new revenue streams—all while maintaining the human touch that customers crave.

What You’ll Do

As a Senior Enterprise Customer Success Manager, you will be the trusted advisor for careerpulse’s most ambitious merchants. Your mission is to guide these brands through a journey of adoption, expansion, and innovation, ensuring they achieve measurable business outcomes while fostering long‑term loyalty.

Key Responsibilities

• Portfolio Management: Own a book of high‑value enterprise accounts, typically 20–40 merchants with a combined ARR exceeding $1 million.
• Relationship Building: Cultivate deep, strategic relationships with C‑suite executives, technical leads, and operational stakeholders to become the go‑to partner for all careerpulse initiatives.
• Growth & Expansion: Identify and execute cross‑sell and upsell opportunities, driving revenue growth and ensuring each account reaches its full potential.
• Customer Advocacy: Serve as the internal champion for your clients, translating their feedback into product enhancements and feature roadmaps.
• Strategic Consulting: Conduct business reviews, strategic discovery sessions, and roadmap presentations that align careerpulse’s capabilities with your clients’ long‑term goals.
• Data‑Driven Insight: Leverage usage analytics, health scores, and KPI dashboards to proactively mitigate risk, improve adoption, and reduce churn.
• Cross‑Functional Collaboration: Partner with Sales, Product, Engineering, and Partner teams to deliver seamless, end‑to‑end customer experiences.
• Travel & Events: Travel up to 25 % of the time to visit key accounts on the East Coast, attend industry conferences, and host private events that deepen client engagement.
• Process & Documentation: Maintain meticulous account plans, risk assessments, and success metrics in our CRM, ensuring transparency and alignment across the organization.
• Thought Leadership: Represent careerpulse at industry events, webinars, and white‑paper initiatives, positioning the brand as a thought leader in AI‑powered customer support.

Essential Qualifications

• Minimum 7 years of experience in Customer Success, Strategic Account Management, or Consulting within SaaS environments.
• Proven track record of managing enterprise portfolios with a combined ARR of at least $1 million.
• Experience navigating complex, matrixed organizations to influence decision‑makers at all levels.
• Strong analytical mindset with the ability to interpret data and translate insights into actionable strategies.
• Excellent written and verbal communication skills, capable of presenting to C‑suite executives.
• High emotional intelligence, diplomacy, and a passion for building lasting client relationships.

Preferred Qualifications

• Background in e‑commerce or retail technology, with a deep understanding of Shopify, Magento, or similar platforms.
• Experience with AI or conversational platforms, including knowledge of NLP, intent recognition, and chatbot orchestration.
• Previous exposure to enterprise‑scale implementation projects, including change management and adoption programs.
• Certifications in Customer Success Management (CSM), Project Management (PMP, Agile), or related fields.

Skills & Competencies

• Strategic Thinking: Ability to develop long‑term plans that align careerpulse’s capabilities with client objectives.
• Technical Acumen: Comfortable diagnosing complex technical issues and communicating solutions to both technical and non‑technical audiences.
• Project Management: Skilled at managing multiple initiatives simultaneously, ensuring on‑time delivery and stakeholder satisfaction.
• Data Literacy: Proficiency in using CRM systems (e.g., Salesforce, HubSpot) and analytics tools to track performance and uncover opportunities.
• Collaboration: Proven ability to work cross‑functionally with Sales, Product, Engineering, and Marketing teams.
• Adaptability: Thrive in a fast‑paced, evolving environment, quickly adjusting priorities as business needs shift.
• Continuous Learning: Commitment to staying current on industry trends, emerging technologies, and best practices in customer success.

Career Growth & Learning Opportunities

careerpulse is built on a culture of growth. As a Senior Enterprise Customer Success Manager, you will have access to:

• Mentorship from senior leaders and C‑suite executives.
• Structured learning paths, including certifications in AI, SaaS, and customer success frameworks.
• Opportunities to lead cross‑functional initiatives, such as product launches or global expansion projects.
• Clear progression to Director of Customer Success or Head of Enterprise Partnerships.
• Regular participation in industry panels, webinars, and speaking engagements.

Work Environment & Culture

careerpulse fosters an inclusive, collaborative, and high‑energy atmosphere. Our remote‑first model is complemented by quarterly in‑person retreats that bring together teams from across the globe. We celebrate diversity, encourage open dialogue, and reward innovative thinking. Employees enjoy flexible schedules, a generous paid‑time‑off policy, and a culture that values work‑life balance.

Compensation & Benefits

While specific figures vary by location and experience, careerpulse offers a competitive base salary, performance‑based bonuses, and equity participation. Additional perks include:

• Comprehensive health, dental, and vision insurance.
• 401(k) matching program.
• Unlimited paid time off and flexible work arrangements.
• Professional development budget and conference travel support.
• Wellness programs, including virtual fitness classes and mental health resources.

Diversity & Inclusion at careerpulse

careerpulse is committed to building a workforce that reflects the communities we serve. We welcome applicants of all backgrounds, experiences, and perspectives. We do not discriminate based on race, color, religion, gender identity, sexual orientation, disability, age, or any other protected status. If you require accommodations during the application or interview process, please contact [email protected].

How to Apply

Ready to take the next step in your career and help shape the future of e‑commerce customer support? Click the link below to submit your application and join a team that is redefining success in the digital marketplace.