Manager of Customer Success

Company Description Webgility is an ecommerce accounting solution focused on eliminating roughly right financial data by delivering accurate, always-on reconciliation for online businesses. The company bridges the gap between approximate and actual numbers, helping founders make decisions based on fully closed, real-time books rather than estimates. Webgility's platform addresses complexities such as margin misclassification, Amazon settlements, and delayed month-end closes, ensuring every fee and transaction is properly accounted for. As the only ecommerce accounting solution that guarantees book closure, Webgility sets a high standard of financial accuracy for its customers and their stakeholders.

Role Description The Manager of Customer Success is a full-time remote role responsible for leading a team that ensures customers achieve their desired outcomes with Webgility's solutions. This role includes overseeing customer onboarding, developing success plans, and proactively monitoring account health to drive adoption, satisfaction, and retention. The manager will handle escalations, conduct regular business reviews, and collaborate with Sales, Product, and Support to address customer needs and identify opportunities for expansion. Day-to-day responsibilities involve analyzing customer data, refining processes, building playbooks, and coaching team members to deliver consistent, high-quality service. This role also contributes to customer advocacy efforts, gathering feedback and insights that inform product improvements and strategic initiatives.

Qualifications

• Candidates should possess strong Customer Satisfaction and Customer Retention skills, with experience building long-term, value-based relationships.
• Candidates should possess solid Analytical Skills to interpret customer data, identify trends, and make data-driven recommendations.
• Candidates should possess Account Management expertise, including managing portfolios, conducting reviews, and driving adoption and expansion.
• Candidates should possess excellent Communication skills, both written and verbal, for interacting with customers and internal teams.
• Experience leading or managing Customer Success or Account Management teams, preferably in SaaS or ecommerce technology.
• Proven ability to work effectively in a remote environment, prioritize multiple initiatives, and meet deadlines.
• Familiarity with ecommerce platforms, accounting workflows, or financial operations is highly beneficial.
• Bachelor's degree in Business, Communications, or a related field, or equivalent practical experience.