About the job
About Endless Commerce
Endless Commerce is a cutting-edge AI-driven CommerceOS designed to streamline omnichannel operations for consumer brands. We specialize in supporting brands with revenues ranging from $1M to over $500M, delivering real-time inventory insights, EDI and purchase order automation, and comprehensive supply chain intelligence across direct-to-consumer, wholesale, marketplace, and retail channels.
Our esteemed clientele includes renowned brands such as Food52, Great Jones, Heyday, Tin Can, and Pattern Brands. As we experience rapid growth, our dynamic team is looking for someone like you to help us navigate the exciting challenges ahead!
The Role
As a relationship-focused operator passionate about customer success, you will be our inaugural Customer Success Manager (CSM). In this pivotal role, you will oversee the entire post-sale journey, from onboarding new brands to nurturing existing relationships, identifying opportunities for expansion, and developing comprehensive playbooks that will establish how Endless Commerce delivers value at scale. This position is perfect for someone who enjoys wearing multiple hats and finds fulfillment in addressing genuine operational challenges for the brands we partner with. You will manage aspects of onboarding, retention, expansion, and everything in between.
What You'll Own
- Onboarding: Guide new customers from the signed contract phase to a fully operational status on Endless, working closely with our product team to ensure a seamless and confidence-instilling launch.
- Retention & Renewals: Maintain the health of your portfolio by cultivating strong relationships with key stakeholders, proactively identifying risks, and driving renewals.
- Expansion Revenue: Gain a deep understanding of each customer's operations to pinpoint areas where additional Endless Commerce features, channels, or integrations can enhance their experience and extend our reach.
- Customer Communications: Collaborate with product and marketing teams to keep customers updated on product enhancements, new features, and relevant growth opportunities.
- Playbook Development: As our founding CSM, you'll create onboarding checklists, QBR templates, health score frameworks, and escalation processes, setting the standard for our customer success approach.
- Voice of the Customer: Collect and synthesize feedback from your portfolio to inform product development and leadership decisions.
- Customer Referrals: Partner with marketing and partnerships to transform satisfied customers into advocates who refer new brands into our ecosystem.

