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Customer Success Manager

Cart.com, Inc.

Job Overview

Location

Remote - Ohio

Job Type

Full-time

Full Job Description

📋 Description

• Develop and execute strategic account plans for assigned clients to drive measurable business outcomes and ensure mutual success with Cart.com.
• Monitor customer satisfaction, retention, and contract compliance using metrics, KPIs, and data analysis to guide proactive interventions and decision-making.
• Collaborate with product support, operations, and implementation teams to resolve client issues, streamline onboarding, and ensure seamless integration of Cart.com’s services.
• Set and manage clear, measurable expectations between clients and internal teams to align goals and deliver consistent service quality.
• Deliver daily, weekly, and monthly performance reports to clients as specified in their contractual statements of work.
• Support clients in managing their SKU/product catalog, including inventory accuracy, inbound logistics, and outbound delivery coordination.
• Proactively monitor contract adherence to ensure compliance, mitigate risks, and maintain high levels of client satisfaction.
• Implement new programs and services for clients in a timely, cost-effective manner while minimizing disruption to operations.
• Act as the primary point of contact for clients, advocating for their needs across internal departments including sales, tech, and logistics.
• Utilize strong active listening skills to interpret client concerns, anticipate challenges, and deliver tailored solutions.
• Explain complex commerce, fulfillment, and technology processes to non-technical stakeholders with clarity and precision.
• Demonstrate resourceful problem-solving by leveraging analytical thinking to create innovative, client-focused resolutions.
• Manage multiple priorities with strong project management skills in a fast-paced, dynamic environment characterized by evolving client needs.
• Maintain a detail-oriented approach with a strong sense of urgency, responding quickly to client feedback and operational changes.
• Travel up to 25% as required to meet client needs, attend on-site meetings, or support implementation efforts.

🎯 Requirements

• 3+ years of experience in Customer Success, Account Management, or a related field with a proven track record of managing accounts and driving customer satisfaction.
• 2+ years of experience in operations roles or supporting operations within 3PL, distribution, and/or fulfillment industries.
• Demonstrated ability to develop and execute strategic account plans that result in measurable business outcomes.
• Experience working across multiple teams (e.g., product, operations, sales) to guide the client journey.
• Proven experience in eCommerce, logistics, or fulfillment environments.
• Willingness to travel up to 25% as needed.

🏖️ Benefits

• Opportunity to work with 6,000+ global customers and contribute to the global backbone of commerce.
• Collaborative, inclusive culture rooted in six core values: Be brand obsessed, Think beyond the box, Don’t give up, Speak up, Work together, Remember to be human.
• Exposure to a scalable enterprise-grade commerce platform with 17 nationwide fulfillment centers totaling over 10 million square feet.
• Exposure to cutting-edge technology and logistics infrastructure supporting B2C, B2B, and public sector clients.

Skills & Technologies

Remote

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Cart.com, Inc.

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About Cart.com, Inc.

Cart.com provides unified commerce and logistics technology that helps brands sell, fulfill and grow across digital and physical channels. The Austin-headquartered company combines storefront software, multi-channel order management, marketing services, and nationwide 3PL fulfillment centers into a single operating platform. It serves consumer goods and retail businesses seeking integrated e-commerce, retail distribution, and last-mile delivery solutions.

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