Customer Success Manager

Company Description

Welcome to Monsoon; a company with 20+ years of eCommerce experience that’s now operating like a high-growth startup. We’re rethinking how brands manage their online channels, combining deep marketplace expertise with modern tech and AI tools to create powerful, intuitive solutions for our customers.

Role Description

At Monsoon, our Customer Success Managers are more than account reps—they’re strategic partners, trusted advisors, and operational lifelines to some of the most successful eCommerce sellers in the game. In this hybrid role, you’ll guide customers from onboarding through long-term growth, helping them get the absolute most out of our powerful suite of SaaS-based eCommerce tools.

You’ll dive deep into the mechanics of online retail across Amazon, eBay, Walmart, Shopify, and more—while becoming an expert in the Monsoon platform and a champion for your clients’ success. If you love tech, thrive on variety, and have a knack for turning problems into possibilities, this is your moment.

Qualifications

• 6-8 years in SaaS Account Management or Customer Success - bonus if you’re experienced in eCommerce, SaaS onboarding/platform migration, and project management.
• Familiarity with retail back-office inventory/order management and warehouse systems.
• Excel power-user with ability to analyze large datasets and move insights into strategic actions.
• Experience with CRM tools and Support platforms (e.g HubSpot, Ontraport, JIRA, chatwoot), project trackers and reporting tools.
• Familiarity with SQL and modern web technologies such as https, html, xml and json is a plus.
• A curious, confident communicator who can translate complex ideas into customer-friendly solutions.
• Comfortable engaging with stakeholders at every level of a client’s organization, from frontline staff to business owner or executive leadership.
• BA, BS, or equivalent real-world expertise.