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 renewalsLead 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 revenueIdentify 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 relationshipAct 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 managementTriage 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 businessKeep 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-have3 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-haveExperience 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 a venture-funded software company headquartered in Seattle, WA with a significant presence in the San Francisco Bay Area.
We provide an AI-native OrderOps platform that makes commerce operations effortless for brands and 3PLs. Pipe17 connects sales channels, marketplaces, ERPs, WMS, and trading partners through one integration, automates order and inventory flows, and delivers real-time visibility so operations stay proactive - not reactive.
With Pipe17, companies scale omnichannel, onboard faster, protect margins, and reduce operational costs - all while serving customers better.
Pipe17 sells directly to merchants and 3PLs and through a growing ecosystem of technology and services partners. The company is backed by GLP Capital Partners, a leading investor in ecommerce logistics.
Pipe17 recently announced its Series A funding to accelerate growth and category leadership. You can read more here.