Principal Customer Success Manager
1 month ago
As a Principal Customer Success Manager - Enterprise, you will be pivotal in managing our most complex Enterprise customers, ensuring their success and growth on our platform. This role involves leading strategic initiatives to enhance the Enterprise Customer Success team and maintaining high-level relationships to drive revenue growth and customer retention. You will lead your book of business by managing and cultivating relationships at the C-suite level, fuelling revenue growth, enhancing product adoption, and guaranteeing customer success and retention for our largest enterprise retailers.
Responsibilities:
- Manage a book of business of Shopify's largest and most complex customers, focusing on retaining and growing their revenue on Shopify.
- Contribute to the Enterprise Accounts Success team's growth by spearheading special strategic initiatives and providing guidance and coaching on processes, enablement and skills development.
- Develop complex contract strategies and proactive revenue growth strategies. Implement innovative approaches to contract pricing analysis and revenue optimization.
- Establish and maintain strong relationships with senior leaders and executives within Shopify. Leverage relationships to drive strategic initiatives and influence Enterprise Success team needs.
- Stay updated on industry trends and share knowledge through various channels. Drive thought leadership initiatives to position yourself as an industry expert.
- Establish and nurture strong relationships with customers based on trust, understanding, and effective communication. Develop personalized strategies to address individual customer needs.
- Develop strategic plans and goals aligned with business objectives and identify opportunities for upselling and cross-selling Shopify's suite of products and services.
- Provide regular insights on growth and risk within enterprise accounts.
- Other responsibilities include: Triaging technical issues to Shopify's escalated Support teams, working with internal Shopify teams to advocate for merchants' needs and requests, matching merchants with top Shopify Partners to assist with custom design and development projects and ongoing innovation.
Desired Skills and Qualifications
- Proven track record in enterprise customer success or client management, with a focus on driving revenue growth and customer engagement.
- Experience in using data-driven insights for strategic decision-making and portfolio optimization.
- Deep understanding of e-commerce ecosystems and the ability to develop tailored e-commerce strategies.
- Excellent communication skills, capable of engaging effectively with C-suite stakeholders.
- Strong experience in managing contract renewals, developing negotiation strategies, and identifying upselling opportunities.
- Passion for commerce with significant experience in the retail, agency, or SaaS technology sectors.
- Exceptional organizational and account management skills, with the ability to prioritize effectively.
- Technical proficiency to translate complex information into actionable insights for customers.
- Skilled in using Salesforce or similar CRM software and business reporting tools.
Craft @ Shopify
Craft has always been the heart of Shopify. We're a company, founded by crafters, focused on a mission to make commerce better for everyone. This is why we want careers at Shopify to reflect the incredible journey of getting better at your craft and applying it to push our mission forward. Shopifolk generally follow one of two career tracks
The crafter track is designed for individual contributors, whose primary purpose is getting shit done. Crafters hone their skills and gain experience primarily through project contributions, but they may also act as player coaches to their peers or lead small, focused teams of peer crafters executing on specific areas of the business or product.
The manager track is designed for people leaders, the stewards of the organization. The tool of a manager is their team, and this is how a manager makes the majority of their impact. They assemble, lead, and aim the team to ensure the team's crafters achieve Shopify's mission goals.
This role is part of the crafter track.
Still interested? Great To match you with your ideal role, we'll take the time to get to know you and the skills you bring to the table. If you're applying to a specific role, we'll respond within 10 business days. If we don't have an immediate opening, don't worry We'll give you an update and keep you in mind for future roles. Just do us a favour and try not to submit more than one or two applications. Only submit additional applications if you really match the criteria for multiple roles.
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