Customer Success Manager

Implentio is building the intelligence layer for modern ecommerce operations, helping brands recover lost money and eliminate waste. The Customer Success Manager will own a portfolio of clients, providing data-driven insights and recommendations to drive value and ensure client retention.

Responsibilities:

• Own a portfolio of DTC and ecommerce clients as primary point of contact for success, escalations, and strategic reviews
• Conduct regular business reviews, presenting performance trends, data-driven insights, and concrete recommendations
• Analyze client data across freight costs, invoice trends, carrier performance, and operational KPIs
• Drive platform adoption, usage expansion, and measurable ROI — success is defined by outcomes, not activity
• Identify upsell and expansion opportunities and proactively manage churn risk through value delivery
• Partner with Product to advocate for client needs and translate feedback into actionable input
• Collaborate with Onboarding to ensure smooth handoffs and a strong start for new clients
• Assist customers in converting Implentio's findings and your recommendations into measurable savings and efficiency improvements

Requirements:

• 3-6 years of experience in customer success, account management, consulting, or analytics in a SaaS environment
• Strong analytical skills — comfortable working with data, building analyses, and presenting findings in plain language
• Experience managing a portfolio of clients with accountability for retention, adoption, and expansion
• Proficiency with Excel or Google Sheets; familiarity with SQL or BI tools is a plus
• Strong communication and relationship skills, including handling difficult conversations while maintaining trust
• Background in logistics, fulfillment, supply chain, or ecommerce operations is strongly preferred