Customer Success Manager (B2B SaaS | eCommerce Marketing)

📋 Description

• • As a Customer Success Manager at Maestra.io, you will be at the forefront of empowering eCommerce brands to achieve accelerated growth through our comprehensive, all-in-one marketing platform. This is a dynamic, hands-on role where you will meticulously manage the entire post-sales customer journey, ensuring our clients not only adopt our platform but also leverage it to its fullest potential for tangible business impact.
• • Your primary responsibility will be to cultivate and nurture strong, long-term partnerships with a select portfolio of 16–24 eCommerce clients, a deliberately lower number than industry standards to guarantee exceptional service quality and strategic depth. You will be the trusted advisor, guiding them from initial onboarding and seamless technical integrations through to the strategic setup and ongoing optimization of their marketing campaigns.
• • A key objective of this role is to drive significant revenue growth for both our clients and Maestra.io. You will be tasked with owning a substantial Annual Recurring Revenue (ARR) portfolio, aiming to manage $300–400k by your sixth month and scaling this to over $700k by the end of your first year. This growth will be underpinned by your ability to secure and publish at least five client success stories, showcasing the transformative impact of our platform.
• • You will orchestrate the onboarding and integration process for 1–2 new customers each month, ensuring a smooth and efficient transition that sets them up for immediate success. This involves understanding their unique business needs and configuring the Maestra.io platform to meet those requirements.
• • A critical component of your role will involve leading high-level strategy sessions and Quarterly Business Reviews (QBRs) with VP and C-level stakeholders within client organizations. These engagements will focus on aligning Maestra.io's capabilities with their strategic business objectives and demonstrating measurable ROI.
• • You will be instrumental in setting up and continuously optimizing a wide array of marketing initiatives for your clients. This includes, but is not limited to, sophisticated email and SMS campaigns, automated marketing flows designed to nurture leads and retain customers, personalized website and mobile experiences, and robust loyalty programs coupled with intelligent product recommendation engines.
• • Designing and implementing integrations will be a core function, utilizing tools such as Zapier, APIs, and event-based triggers to connect Maestra.io with other essential business systems, thereby creating a unified and efficient marketing technology stack.
• • You will be responsible for meticulously tracking and optimizing key performance indicators (KPIs) that directly influence client success and revenue. This includes critical metrics such as conversion rates, customer retention rates, Average Order Value (AOV), and the performance of email and SMS campaigns.
• • A collaborative spirit is essential, as you will work closely with our sales, product, and operations teams. Your insights and feedback will be invaluable in refining internal workflows, enhancing the platform, and ultimately improving customer outcomes and overall satisfaction.
• • Success in this role is defined by your ability to achieve measurable ARR growth, contribute to the publication of impactful client success stories, and demonstrably improve client marketing performance metrics, solidifying Maestra.io as an indispensable partner in their growth journey.