Customer Success Manager

About Athos Commerce

Athos Commerce empowers ecommerce and digital marketing teams to have enhanced control over product discovery, merchandising, and sales across websites and digital marketing channels. Our platform incorporates AI-driven search, tailored recommendations, intelligent merchandising, refined product data syndication, A/B testing, and marketplace/social commerce analytics.

We assist brands in growing by improving visibility, raising conversion rates, and reducing friction. Supported by PSG Equity and a global team across North America, Europe, and APAC, our tools unify shopper intent with product visibility at every customer interaction.

Who You Are

• Dedicated to customer success and passionate about facilitating clients' business achievements.
• A self-motivated individual thriving under minimal supervision in dynamic environments.
• Excellent communicator capable of fostering trust and enduring customer relationships.
• Proactive problem solver with strong analytical and organizational competencies.
• A collaborative team player keen on delivering outstanding customer experiences.
• Results-driven, focused on customer growth, retention, and satisfaction.
• Adaptable and resilient when handling complex client scenarios.
• Enthusiastic about ecommerce, digital commerce technologies, and continuous self-improvement.

Role Responsibilities

• Oversee strategic partnerships with assigned customers acting as their main liaison.
• Promote product usage, engagement, and optimization within customer accounts.
• Lead onboarding and training to ensure clients successfully utilize the platform.
• Collaborate with customers to align Athos Commerce solutions with their business goals.
• Monitor customer well-being and proactively detect risks, opportunities, and improvement areas.
• Work alongside Product, Engineering, Support, and Implementation teams to resolve issues and improve experiences.
• Facilitate renewal processes and explore opportunities for upselling and cross-selling.
• Collect customer insights and advocate their feedback internally to influence product development.
• Develop customer advocates through testimonials, case studies, and product reviews.
• Maintain accurate documentation of customer records, account plans, and engagement activities within CRM and success platforms.

Candidate Profile

• At least 2 years of experience in Customer Success, Account Management, Business Development, or similar client-facing roles within SaaS or ecommerce domains.
• Preferred background supporting ecommerce platforms, digital commerce solutions, or retail technology clients.
• Demonstrated ability to cultivate strong customer relationships and enhance retention.
• Excellent communication, presentation, and stakeholder management capabilities.
• Strong analytical thinking and problem-solving skills.
• Proficiency in managing multiple accounts and priorities concurrently.
• Experience collaborating across departments in team-oriented environments.
• Knowledge of ecommerce merchandising, search, personalization, or digital commerce technologies is advantageous.
• Basic familiarity with HTML, CSS, and JavaScript is desirable but not mandatory.
• Preferred bachelor's degree in Business, Marketing, Technology, or related disciplines.

Benefits and Perks

• 24 paid time off days annually
• Health insurance fully covered by the company
• Company-sponsored short and long-term disability insurance
• Accidental insurance funded by the employer
• Learning and development programs paid by the company
• Flexible working options including remote, in-office, or hybrid setups
• Collaborative, innovation-driven workplace culture
• Opportunity to work on cutting-edge AI-powered ecommerce solutions

Equal Opportunity and Inclusion

Athos Commerce is committed to maintaining a discrimination-free workplace and values diverse backgrounds, experiences, and perspectives. All qualified candidates are welcome regardless of age, race, color, religion, sex, national origin, disability status, veteran status, sexual orientation, gender identity, or any protected characteristic. Accommodations can be provided upon request during the recruitment process.