[Hiring] Customer Success Manager @Portless

Role Description

As a Customer Success Manager, you will own a portfolio of merchants and drive the full customer success flywheel: Adopt → Realize Value → Expand → Renew with Confidence. This is not a "ticket routing" role. You are a strategic partner in your merchant's growth. You will be accountable for customer outcomes by proactively driving adoption, identifying paths to improve operational performance, and introducing services that deepen value. You will bridge the gap between merchant goals and operational reality, ensuring our delivery is both successful and scalable.

What You’ll Own (Responsibilities)

• Adoption & Enablement
  • Lead Post-Launch Success: Ensure merchants reach operational "go-live" and early stability through rigorous success plans.
  • Drive Feature Adoption: Align merchant objectives with Portless capabilities to ensure they are utilizing the full potential of our platform.
• Value Realization & Outcomes
  • KPI Operationalization: Define success for each account (speed, cost, delivery experience) and translate it into measurable performance metrics.
  • Proactive Health Monitoring: Use leading indicators like volume trends and exception rates to prevent issues before they impact the merchant.
  • Strategic Business Reviews: Lead MBRs/QBRs that prove value and align on priorities for the upcoming quarter.
• Expansion via Services & Upsells (Expand)
  • Outcome-Driven Solutioning: Identify opportunities to improve merchant growth through value-added services such as order protection and inventory financing.
  • Build Business Cases: Conduct discovery and scope solutions that demonstrate clear ROI for the merchant.
  • Repeatable Expansion Plays: Contribute to internal playbooks for service-led growth.
• Renewal & Risk Leadership
  • Forecasting & Mitigation: Identify churn risks early and build internal alignment to deliver risk mitigation plans.
  • Escalation Management: Act as the senior point for complex concerns, driving root cause identification and corrective actions.
• Cross-Functional Leadership
  • Internal Advocacy: Be the "voice of the merchant" while balancing operational constraints; drive accountability across Operations, Product, and Engineering.
  • Feedback Loops: Identify recurring friction and provide structured feedback to the Product team to influence the roadmap.

Success Metrics (What “Good” Looks Like)

• Retention: Gross Retention Rate and Churn Risk Reduction.
• Adoption: Achievement of early-stage adoption milestones.
• Growth: Service attach rate and influenced upsell pipeline.

Qualifications

• Fluent in English: Exceptional written and spoken communication for an executive audience.
• 3+ Years in Customer Success: Proven experience owning renewals and growth outcomes in a relatable AM/CS role.
• Domain Expertise: Strong fulfillment, shipping, or e-commerce operations knowledge (3PL experience strongly preferred).
• Analytical Mindset: Able to interpret operational data, find trends, and turn insights into action plans.
• Selling Comfort: Experience with services-led discovery and value articulation.

Values & Ways of Working

• Extreme Ownership: A "Merchant-First" mentality with a kind-and-caring team orientation.
• Judgment & Precision: Knows when to be strategically bold and when to be operationally precise.
• Scalability: Focuses on building repeatable systems rather than one-off heroics.

Ideal Candidate Profile

You are tired of "surface-level" CS roles and want to own the entire lifecycle of a physical product’s journey. You are a systems-thinker who hates "one-off heroics" and would rather build a playbook that solves a problem for 100 merchants at once. You are strategically bold enough to challenge a merchant's assumptions but operationally precise enough to ensure their packages arrive on time.