Customer Success Manager - Renewals
Our Commitment to Our Team
At Pipe17, our values aren’t just words on a wall. They’re how we operate every day.
We are a high-performance team built around ownership, integrity, and a strong bias for action.
We set bold goals, hold ourselves accountable, and move fast to solve customer problems. Every team member owns their decisions and drives outcomes. No one waits for permission.
We operate with urgency, but not recklessly. We focus on what matters most, take initiative, and course-correct quickly when needed. We value people who speak up, follow through, and take pride in their work.
Teamwork is at our core. We win together, support each other, and celebrate our shared victories. Collaboration across functions is a daily practice, not just something we talk about. We learn from each other, improve constantly, and rally around our mission: unify commerce after the buy button.
We act with integrity. We do what’s right, even when it’s hard. That’s how we build trust with each other, our customers, and our partners.If these values resonate with how you like to work, you’ll fit right in.
About the Role
We are hiring a Customer Success Manager to own a portfolio of customers end-to-end, including retention, renewals, account growth, and day-to-day customer management. This person will serve as the primary post-sale point of contact, ensuring customers are supported, successful, and consistently seeing value.
This role blends commercial ownership across renewals and expansion with hands-on customer success execution, including enablement, adoption, issue triage, and relationship management. The ideal candidate has strong commerce and operations understanding and can credibly work with teams across ecommerce operations, finance, and systems.
What You’ll Do
Own retention and renewals
- Lead renewal timelines and renewal conversations, ensuring on-time execution
- Maintain accurate renewal forecasts and risk tracking across your book of business
- Identify churn risk early and coordinate mitigation plans across internal teams
Drive expansion revenue
- Identify and execute expansion opportunities such as additional channels, volume tiers, new workflows, and multi-year agreements
- Lead QBRs and account planning sessions tied to customer goals and outcomes
- Build close plans and coordinate internal resources to support upsell and cross-sell motions
Own the customer relationship
- Act as the main customer point of contact and manage communication, expectations, and timelines
- Guide onboarding and ongoing enablement, especially around workflows and operational change
- Ensure customers adopt the product and realize measurable business outcomes
- Create clear success plans tied to how ecommerce teams operate and scale
Commerce-aware support and escalation management
- Triage customer issues and coordinate with Support, Product, and Engineering to drive resolution
- Own customer communication during escalations with clear status updates and expectation-setting
- Bring structure to customer pain points by identifying root causes and preventing repeat issues
Operate your book of business
- Keep CRM data clean, including account notes, renewal dates, customer health, stakeholders, and activity
- Build lightweight reporting on retention, expansion pipeline, risks, and account sentiment
- Improve the post-sale motion by creating reusable templates, playbooks, and workflows
Commerce Expertise We’re Looking For
You do not need to have been an operator, but you should understand:
- Ecommerce order-to-cash basics, including orders, payments, refunds, tax, and settlement
- Fulfillment and logistics fundamentals, including 3PLs, warehouses, shipping SLAs, and exceptions
- Inventory and returns workflows, including RMAs, restocking, and exchanges
- Channel ecosystem knowledge across Shopify, Amazon, marketplaces, retail, and EDI
- What breaks operationally when brands scale fast or add new channels
What Success Looks Like
In the first 90 days, you will:
- Build strong relationships quickly and become the trusted owner for key accounts
- Establish renewal rigor through timelines, forecasting, risk tracking, and execution
- Improve customer experience through faster response, clearer ownership, and better follow-through
- Proactively surface growth opportunities based on customer commerce goals and pain points
- Reduce reactive fire drills by creating structure around recurring issues
Qualifications
Must-have
- 3 to 8 years experience owning a book of business in Account Management, Customer Success, or post-sale ownership roles
- Strong customer-facing skills including structured communication and credibility with stakeholders
- Communications playbook for onboarding, account management and renewals/upsells
- Comfort owning revenue outcomes including renewals, negotiation, and expansion motions
- Commerce fluency and understanding of ecommerce operations and systems
- Strong organization and execution skills with the ability to manage multiple accounts effectively
- Strong cross-functional collaboration skills
Nice-to-have
- Experience working with ecommerce brands, 3PLs, OMS or WMS tools, marketplaces, or integrations
- Familiarity with platforms like Shopify, NetSuite, and Amazon
- Experience in B2B SaaS with operational workflows and complex implementations
- Experience handling escalations and translating between customers and technical teams
Traits That Win in This Role
- Revenue and retention mindset with strong ownership
- Commerce-first problem solving and the ability to speak the customer’s language
- Calm and clear communication under pressure
- Strong follow-through and accountability
- Proactive instincts that surface risk early and drive resolution
Compensation (US FTE)
- Competitive salary
- Great healthcare + dental + vision coverage
- Retirement plan
- Pick your own equipment. We'll set you up with whatever Apple laptop + monitor combo you want plus any software you need.
- Unlimited vacation policy. Plus we require you to take at least 2 weeks off each year. We see most employees take 4 weeks off per year. This isn't a vague policy where unlimited vacation means no vacation
About Us
Pipe17 is the AI-native Enterprise Order Operations Platform for brands and 3PLs. We replace the fragmented stack of iPaaS, middleware, and legacy OMS with one unified operational layer that manages orders, inventory, products, fulfillment, and exceptions across every channel and partner.
With 300+ managed connectors, AI-powered workflows, and an industry-first MCP Server for agentic commerce, Pipe17 lets brands go live in weeks, scale into new channels in days, and run post-checkout operations without developer dependency or systems integrators.
Our customers reduce operational costs by up to 85%, cut fulfillment errors by 99%, and launch new channels in days instead of months. Pipe17 is trusted by enterprise brands including Estée Lauder, Allbirds, e.l.f. Beauty, Made In Cookware, Wyze, Olly, Black Rifle Coffee Company, and Dude Wipes, as well as leading 3PLs including Ryder, FedEx, and Barrett Distribution.
Pipe17 is a venture-funded software company headquartered in Seattle, WA with a significant presence in the San Francisco Bay Area. The company is backed by GLP Capital Partners, a leading investor in ecommerce logistics, and recently announced its Series A funding to accelerate growth and category leadership.