Customer Success Manager

About Goflow

Goflow is at the forefront of the rapidly growing multichannel e-commerce trend, providing innovative solutions that empower sellers to seamlessly scale across platforms like Amazon, Shopify, and more.

As businesses continue to expand their reach across various e-commerce channels, Goflow offers the tools they need to manage inventory, optimize shipping, and streamline operations.

As we grow, we’re looking for talented people to join us on this exciting journey and contribute to shaping the future of e-commerce.

About You

We are looking for a highly driven and customer-focused leader to join our team as a Customer Success Manager. If you are passionate about e-commerce, love building relationships, and are excited by the challenge of helping businesses thrive, we are looking for you!

You are someone who is :

• Customer-Centric : You excel at building and nurturing relationships, ensuring customers succeed with the products they use.
• Proactive and Results-Oriented : You are always looking for ways to add value, solve problems before they happen, and drive measurable outcomes.
• A Strategic Thinker : You understand the e-commerce space and can help customers fully leverage Goflow’s platform to achieve their goals.
• Collaborative : You enjoy working with cross-functional teams, from sales to product, to ensure customer success at every stage.

Key Responsibilities

• Account Management :
• Maintain and manage key customer accounts, serving as the primary point of contact and ensuring their long-term success with Goflow.
• Customer Relationships :
• Build deep, trusted relationships with customers to intimately understand their business, needs, and goals, ensuring Goflow aligns with their objectives.
• Solutions Development :
• Collaborate with customers to develop tailored solutions using Goflow's existing technology and features, helping them optimize their operations and achieve their goals.
• Customer Success Strategy :
• Develop and implement customer success strategies, ensuring long-term satisfaction, retention, and growth by aligning customer needs with Goflow's products.
• Customer Health Monitoring :
• Regularly monitor customer health metrics, including platform usage and engagement, to proactively address any potential issues and ensure customers are on track for success.

Key Performance Indicators (KPIs)

• Customer Retention Rate :
• Ensure high renewal rates and long-term customer retention.
• Time to Value (TTV) :
• Ensure customers quickly realize the value of Goflow’s platform.
• Product Adoption Rate :
• Increase customer usage of key features and promote full adoption of the platform.
• Upsell / Cross-sell Revenue :
• Identify and capitalize on opportunities to expand customer accounts through additional services or features.
• Expansion Revenue :
• Drive revenue growth by supporting existing customers as they scale their operations through Goflow.

Qualifications

• 3+ years of experience in customer success, account management, or related roles, preferably in B2B SaaS or e-commerce.
• Strong understanding of e-commerce, multichannel selling, and inventory management solutions.
• Proven track record of managing customer relationships, driving retention, and achieving growth targets.
• Excellent communication and problem-solving skills, with the ability to work cross-functionally.
• Proactive, detail-oriented, and highly organized.
• Ability to analyze customer data and create actionable insights.
• Experience with customer success platforms and CRM systems is a plus.

Benefits

• Full medical, dental, and vision coverage.
• 401k plan with company contribution.
• Quarterly performance-based bonuses.
• Opportunity for professional growth and development.
• An unmatched culture of recognition, collaboration, and growth, where team members are valued, supported, and celebrated.
3 days ago