Customer Success Manager

About this role

About The Role
As a Customer Success Manager your journey with the customer begins at the time when the project is launched, and the customer starts working with the new ecommerce portal we have delivered.


You will have the full responsibility for our customer’s satisfaction and your job is to make sure they take advantage of all the features and areas in Truvio Commerce / DynamicWeb All-in-One business platform. It’s important that you work with our project delivery team and our customers to meet their online goals regardless if it has to do with conversation rate optimization or bigger picture digital transformation. You will have clients across North America with a vast network of international partners that span multiple time zones.


About The Team
You’ll work closely within a sales team focused on Truvio Commerce / DynamicWeb, collaborating daily with project management, solution architects, and support. Training and development take place alongside the sales team to ensure strong alignment and shared success.


Responsibilities

• Own the ongoing relationship with existing customers after project launch, ensuring clear communication, high satisfaction, and long-term retention.
• Identify new opportunities and initiatives within customer organizations where Truvio Commerce / DynamicWeb is a strong mutual fit, and collaborate with customers and internal project management teams on discovery, scoping, planning, and quoting.
• Provide regular status updates internally and to customers, with a strong focus on progress against planned initiatives, risks, and upcoming activities.
• Communicate Truvio Commerce / DynamicWeb product roadmap and new initiatives clearly and effectively to customers.
• Proactively escalate and communicate customer feedback, risks, and issues to the appropriate stakeholders.
• Take responsibility for aligning expectations, budgets, and resource forecasting for each customer engagement.
• Apply and share best pract...