Description:

Position Overview:

We are seeking an experienced Customer Success Lead IT & eCommerce Solutions to manage key client relationships and drive end-to-end value realization across our ERP-integrated commerce platforms.

This is a customer-facing leadership role that demands strong communication skills, solid understanding of IT/eCommerce systems, and the ability to guide cross-functional teams. You will serve as the primary point of contact for strategic accounts, lead onboarding and adoption, oversee delivery health, and ensure customers achieve measurable outcomes from their commerce and integration implementations.

Key Responsibilities:

1. Customer Relationship Management

- Act as the main point of contact for key accounts across onboarding, implementation, and ongoing support.

- Build strong relationships with stakeholders across technical, functional, and leadership teams.

- Understand customer goals, business processes, and integration needs to align solutions effectively.

- Ensure client expectations are met consistently through proactive communication and structured engagement.

2. Onboarding, Adoption & Delivery Oversight

- Lead structured onboarding for new customers, ensuring smooth implementation of the B2B portal and ERP/eCommerce integration components.

- Drive product and feature adoption through demos, training sessions, and success plans.

- Monitor delivery timelines, SLAs, and cross-team dependencies with development, QA, and project management.

- Identify risks and ensure timely mitigation through cross-functional coordination.

3. Customer Success Operations & Performance Metrics

Track and analyze customer KPIs including:

- Adoption and product usage

- NPS and CSAT

- Renewal readiness and account health

- Support ticket trends, churn indicators

- Generate quarterly business reviews (QBRs) and present actionable insights to customers.

- Build dashboards and reports to track customer engagement and platform performance.

4. Issue Management & Escalation Handling

- Own customer escalations end-to-end with fast response and transparent communication.

- Coordinate internally with engineering, QA, product, and support teams to resolve issues.

- Identify recurring patterns and partner with Product to drive enhancements and fixes.

- Ensure all resolutions meet quality, clarity, and documentation standards.

5. Cross-Functional & Partner Collaboration

- Work with ERP teams (NetSuite, Dynamics, SAP) and eCommerce teams (Shopify, Magento, BigCommerce) to support integration-related clarifications.

- Align with delivery, PMO, and architecture teams on scope, timelines, and technical dependencies.

- Support Sales/BD teams with renewals, upsell opportunities, and solution expansion.

- Contribute to partner enablement, customer playbooks, and internal best practice frameworks.

6. Documentation & Process Excellence

- Maintain customer documentation including onboarding guides, SOPs, workflows, and release notes.

- Define and refine customer success processes for onboarding, escalations, communication, and engagement.

- Create reusable templates, playbooks, and process documentation to support scale.

Required Skills & Experience:

Experience:

- 3+ years of experience in Customer Success, Account Management, or Client Engagement within IT services, SaaS, or eCommerce/ERP ecosystem.

- Experience managing enterprise accounts with multiple stakeholders across business and technical teams.

- Proven track record leading customers through onboarding, adoption, and retention cycles.

Technical Knowledge:

Strong understanding of:

- eCommerce workflows (catalog, orders, fulfillment, payments)

- ERP processes (items, customers, orders, inventory)

- IT project delivery and SDLC

- Familiarity with ERP-eCommerce integration concepts, APIs, and data flows is a strong advantage.

Skills:

- Excellent communication, presentation, and stakeholder engagement skills.

- Analytical mindset with ability to interpret KPIs, build dashboards, and derive insights.

- Strong problem-solving skills and ability to handle complex customer escalations.

- Ability to manage multiple accounts, priorities, and cross-functional coordination