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Client Success Manager



Customer Service
Posted on Wednesday, June 5, 2024

Job Description:

Who We Are:

We’re Cart.com, one of the fastest growing commerce enablement companies in the world. We provide the digital and physical infrastructure that empowers thousands of leading B2B and B2C companies to unify commerce operations across channels and sell and fulfil anywhere their customers are.

We’re building toward a world where commerce has no bounds. Our enterprise-grade software, services and logistics infrastructure, including our own network of omnichannel fulfillment and distribution centers, enable merchants to navigate an increasingly complex operating landscape and drive efficient growth.

Our goal is to be the global backbone of commerce. To achieve it, we’re looking for entrepreneurial, innovative and determined teammates who are eager to help our growing base of customers simplify their commerce operations and seamlessly reach their own customers, wherever they are. Sound like you? We’d love to hear from you.

Cart.com Fast Facts:

  • 6,000+ customers worldwide
  • 1,600+ employees globally
  • 14 warehouses nationwide, totaling over 8 million square feet of space
  • Our software lists $10+ trillion in product value across channels
  • Our digital and physical operations support $8+ billion in Gross Merchandise Value

Our values:

Cart.com is building a company that is committed to living out these 6 core values:

  • Be brand obsessed: Our lives are shaped by the brands we interact with daily. We obsess over the brands we serve, and about the things they care about.
  • Think beyond the box: “We’ve always done it that way” is not a phrase uttered often at our office. We create creative solutions to complex problems.
  • Don’t give up: We learn from our challenges and see them for what they are; great building blocks to an amazing brand story.
  • Speak up: We communicate clearly and directly because we care deeply. Communication is the bedrock of our community.
  • Work together: We’ve built a team that prides itself on diversity of thought and background. Collaboration is better with contrast.
  • Remember to be human: We work hard, but we leave room for the people, places and things that we love

The Role:

Cart.com is hiring a Client Success Manager (CSM) in Terrell, TX. Our talented, dedicated team of client success managers are the connective tissue between our clients and our operations teams, tech teams and sales teams on the ground floor. The right CSM helps bridge the gap between the client and Cart.com to deliver a better experience for everyone.

The ideal candidate is an excellent listener and communicator with a knack for prioritizing and trouble shooting. In addition, they are capable of track-switching between multiple tasks and are comfortable operating in an ever-changing environment. They easily connect and relate with others and can use their interpersonal skills to influence outcomes.

If listening to clients share how we can improve sounds like it might stress or burn you out, or you don’t like dealing with change, this role is not for you.

What You’ll Do:

  • Create a comprehensive strategic account plan
  • Use metrics and KPIs to understand, utilize, monitor and improve customer satisfaction and retention
  • Identify opportunities to upsell and cross-sell to expand customer accounts across Cart.com
  • Work closely with product support and operations teams to identify and resolve issues on behalf of our brands
  • Work closely with the implementations team on new client projects and/or integrations
  • Communicate clear expectations for our clients and internal teams that serve both group’s goals
  • Maintain strong industry knowledge to stay informed about trends and competitors to provide relevant advice to customers
  • Monitor contract adherence
  • Serve as the point person with clients on escalated issues
  • Coordinate new programs with current clients in a timely and cost-effective manner
  • Review reports and invoicing for accuracy, reasonableness and completeness and flag issues as needed
  • Prepare regular business reviews, reports and presentations for clients and ops as needed
  • Work across various teams and with the client on Contract Renewals

Who You Are:

  • Possess at least a basic understanding of the ecommerce & retail environments
  • You value relationship management and focus on customer engagement & empathy
  • Strong Active Listener; easily able to understand customer needs and concerns accurately
  • You bring a technical proficiency and ability to understand and explain technical aspects of a process or product simply
  • Resourceful problem solver able to utilize analytical thinking to find effective solutions
  • Strong project management skills enable you to stay organized and prioritize tasks effectively
  • Utilize data analysis to drive data-driven decision making and adherence
  • You consider yourself detail oriented with a strong sense of urgency

What You’ve Done:

  • You have 3-5 years’ related Customer Success/Account Management work experience
  • You have experience developing strategic plans across an account set
  • You have had prior success working across multiple teams and service offerings, supporting the client journey from onboarding to renewal
  • You have experience in ecommerce or fulfillment

Nice to Haves:

  • You have OMS/WMS experience
  • You have experience in client management and/or project management
  • You have experience with Salesforce
  • You have business development experience

Physical Demands & Working Conditions:

  • You are comfortable in a warehouse environment

Currently, Cart.com does not intend to hire candidates who will need, now or in the future, Cart.com sponsorship through any non-immigrant visa category such as the H-1B, H-1B1, E-3, O-1, or TN.

All hiring is contingent on eligibility to work in the United States. We are unable to sponsor or transfer visas for applicants.

Cart.com is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.