Remote eCommerce Client Success Manager

Remote eCommerce Client Success Manager

We are not hiring individuals outside of the US for this role. 

Our Code

CQL connects some of the most well-known brands with the people who love them. We are a group of authentic individuals that value forward thinking, learning, and a strong dedication to craft. Our individual passions range from scuba diving to DnD but our goal has never changed, to help make technology simple and the commerce experience compelling.

We embrace diversity and equity in a serious way. We are proud and committed to building a culture with a variety of backgrounds, skills, and views. Differences are valued. Be yourself. We like it that way.

About the Job

As a Client Success Manager, you will focus on retaining clients by ensuring high satisfaction and active engagement. You will navigate CQL delivery teams to guarantee successful program delivery, addressing and resolving issues as needed. You will position CQL as a leading digital commerce agency, source and qualify new opportunities, and drive the sales process with a focus on cross-selling, upselling, renewals, and expansions. You will articulate CQL’s value propositions to increase client acceptance and work with platform partners to deepen client relationships and generate additional sales leads.

Required Qualifications

  • Bachelor’s degree specializing in Business, Management, or related field or equivalent work experience
  • Experience with one of the following platforms: SFCC, Shopify, or BigCommerce
  • 6-8 years of experience in eCommerce
  • 2-4 years of experience in account management

You Will

  • Focus on client retention through client satisfaction and engagement — navigate CQL delivery teams and organization to ensure successful delivery of programs — escalate and resolve as needed
  • Responsible for achieving or exceeding quota from existing client relationships within assigned accounts 
  • Empowered and expected to operate as a client advocate traversing CQL to ensure successful client engagements and long-term relationships
  • Position CQL with our clients and prospects as the leading digital commerce agency with our chosen platform partners and offer portfolio 
  • Source, qualify and drive the pursuit process for qualified opportunities that leverage CQL’s core capabilities, with emphasis on cross and upsell opportunities in addition to renewals and expansion
  • Expert at articulating CQL’s full offer portfolio and differentiators to increase client acceptance and win rates
  • Align with platform partner AM’s to drive deeper client relationships and bi-directional leads resulting in additional sales for CQL
  • Apply concept of driving client business value to existing account relationships 
  • Drive the sales and pursuit process for assigned clients from inception through qualification, scoping, presentations, close planning and execution
  • Achieve or exceed 90% client retention and reference-ability rate

What we bring

  • Medical, dental, and vision benefits as well as an HSA
  • Simple IRA with 3% matching
  • Maternal and paternal leave, including leave for fostering and adoption 
  • Flexible work schedule and unlimited PTO
  • Recognition – it’s routine and encouraged
  • Shop Talks – peers present on their passions to teach and grow others
  • Mentorships
  • Certification trainings and conferences
  • Remote Happy Hour, Coffee Chats, and the occasional cooking class
  • Offices are dog-friendly (and occasionally cat-friendly, too)

Third Party Resumes 

CQL does not accept unsolicited resumes from third-party recruiters unless they are contractually engaged by CQL to provide candidates for a specified opening. Any such employment agency, person or entity that submits an unsolicited resume does so with the acknowledgement and agreement that CQL will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.