Senior Customer Success Manager

SENIOR CUSTOMER SUCCESS MANAGER

At Elastic Path, we’re passionate about bringing eCommerce visions to life.

Role Impact

A Senior Customer Success Manager (CSM) at Elastic Path serves as a dedicated strategic partner for enterprise customers, acting as a trusted advisor throughout the full customer lifecycle. This role is responsible for building high-trust, executive-level relationships throughout an organization and deeply understanding a customer’s commerce strategy and vision, including key technical factors and business objectives shaping their decisions. As part of Elastic Path’s strategic frontline, you will drive product adoption, maximize customer value, and own long-term customer satisfaction, retention, and expansion.

Customer Success guides customers through complex eCommerce modernization initiatives that optimize and evolve their underlying commerce architecture to support scalability and long-term growth. This role proactively monitors customer health, adoption, and risk throughout the lifecycle. You will lead strategic planning, success roadmaps, and executive business reviews, and serve as the primary point of coordination and escalation during critical events, partnering closely with internal teams to manage risk, expectations, and resolution.

Location

While this is a remote role, we are specifically seeking candidates based on the East Coast/within the Eastern Time Zone. This alignment enables strong coverage and responsive support for our customers across the U.S., Canada, and the UK, while also ensuring meaningful overlap and collaboration with our distributed teams.

• Own the customer relationship, acting as a trusted advisor who manages satisfaction, retention, and growth across a portfolio of enterprise accounts.
• Own and execute complex enterprise renewals through stakeholder alignment, value articulation, and disciplined execution.
• Drive expansion by identifying early opportunities, building strategic plans, and leading the growth initiatives.
• Develop a deep understanding of each customer’s organizational structure, decision-making processes, and stakeholder influence.
• Develop success plans and lead executive business reviews (EBRs) focused on outcomes, impact, KPIs, adoption, and value.
• Proactively track customer health, risk, and success metrics, maintaining success plans, health scores, and CRM hygiene.
• Own customer escalations and proactively identify risks, driving mitigation for timely resolution.
• Serve as a strong internal advocate for customer priorities and requirements across supporting teams to drive adoption success and growth.
• Cultivate a community of highly engaged, referenceable enterprise customers.
• Represent the Customer Success organization in strategic, cross-functional initiatives.
• Contribute to the development and continuous improvement of scalable Customer Success processes, frameworks, and playbooks.
• Uphold Elastic Path’s security, compliance, and operational standards.

• 4–6+ years of experience in Customer Success, Strategic Account Management, or a comparable customer-facing role supporting enterprise customers.
• Proven experience managing complex enterprise accounts with multiple stakeholder types, including executive-level decision-makers and influencers.
• Demonstrated success owning and executing enterprise renewals and expansion motions, including stakeholder alignment, negotiation, and timely execution.
• Experience managing a portfolio or book of business with a measurable track record of driving retention, growth, and customer outcomes.
• A strategic, customer advocacy mindset to identify risk early, diagnose root causes, and propose effective solutions.
• Proven ability to build trusted relationships, develop customer champions, and influence direction and decisions across organizations.
• Data-enabled approach to Customer Success, with experience leveraging metrics, analytics, and insights to drive action.
• Excellent communication, presentation, and writing skills, with the ability to clearly articulate value and outcomes.
• Demonstrated ability to operate effectively in a dynamic environment, with a strong bias toward learning, adaptability, and continuous improvement.
• Entrepreneurial mindset with comfort, taking ownership and exercising judgment.

Who we are: 

Elastic Path is on a mission to break through the barriers that prevent commerce leaders from delivering extraordinary shopping experiences. Today, that means making Composable Commerce accessible to all brands by reducing the cost, time, and overall risk of implementing and managing a multi-vendor approach. With Elastic Path, both business and tech teams are able to innovate on their own terms, fully embrace composability, and in turn, never compromise on what’s possible. Learn more at www.elasticpath.com. 

Be Open. Be Remarkable. Be the Team. Be the Customer. The values we live by. 

The Perks? 

We go the extra mile to provide you & your family with exceptional benefits, wherever you may be located.

- This includes paid vacation and sick leave, stock options, full extended health, dental and additional coverages.

- You’ll get access to annual stipends for your own professional development, remote working and more.

- We are a remote-first company, giving you the flexibility to work where you're most productive—supporting better work-life balance, fewer commutes, and greater focus.

- When in-person connection adds value, you'll have access to a shared workspace for optional collaboration, connection, or a change of scenery.

- We provide solutions to bring all teams together for collaboration and connection throughout the year. 

- We have a Work from Anywhere program that gives you the freedom to work from anywhere in the world. Talk about travel perks!

- Outstanding Company Culture - Certified Great Place to Work organization in Canada, US and UK

You can check out all this and more about us on our careers page.

Apply Now!

Elastic Path is an equal opportunities employer and prohibits discrimination and harassment of any kind. We value and celebrate diversity in its many forms, and we strive to provide an inclusive and safe workplace where each person feels respected, supported, and accepted – however they choose to identify. 

Disclaimer: Please be aware of targeted employment scams. If you are being considered for a position with Elastic Path, you will always receive direct communications from us via our ATS Lever, or our personal Elastic Path domain email addresses; firstname.lastname@elasticpath.com.