About Us:

Cart.com is an ecommerce software and services company on a mission to democratize ecommerce and give digital merchants the freedom to grow. We are integrating all the pieces of the ecommerce value chain brands need to thrive, creating a truly end-to-end Ecommerce-as-a-Service platform that helps third party brands move faster, grow more quickly, and deliver on their promises more completely.

Cart is seeking a Customer Success Manager or Account Manager to join our rapidly-growing account management team. You will be responsible for delivering value to a large portfolio of customers using Cart’s ecommerce platform. Using a variety of tech and human interactions you will engage with clients to ensure their success and satisfaction with Cart. The ideal person will be comfortable in a fast-paced early stage start-up environment that includes a bold vision and high expectations, and have a customer-first mindset that aligns with Cart’s core value: We are obsessed with brands.

* Ability to be Remote.

Responsibilities

• Set strategic direction in client’s use of Cart products and services and address business challenges via a prescriptive approach and best practices
• Facilitate setting outcomes and measurable objectives with the brands on Cart Online Store
• Act as an advocate for your client internally and hold internal and external stakeholders accountable to delivering against objectives 
• Engage across the client's organization and work cross-functionally within Cart to identify opportunities and risks, and present recommendations and solutions
• Facilitate conversations with clients through a variety of tactics to ensure the client is on track to seeing maximum value from Cart
• Own outcomes including risk management and mitigation, client's value realization, and client’s overall satisfaction
• Recommend best practices based on understanding of customer’s business, data, use cases, and value
• Remain up to date on product features and service capabilities Cart-wide
• Proactively escalate at-risk customers and ensure internal visibility by providing regular updates, status and next steps on a regular cadence through Slack, email, Salesforce, and via 1:1s with your manager
• Produce internal best practices and customer user stories to strengthen the account management process for the Cart Online Store segment of brands
• Collaborate closely with the Director of Customer Operations to contribute to the scaling efforts of one-to-many touch points and methods
• Collaborate closely with cross-functional teams to support the success of your customers, including sales and professional services
• Maintain a highly organized and accurate task list, visible through CS Ops tools

Experience

• 3+ years of experience in a CSM role at a B2B SaaS company or the equivalent in professional services or consulting
• Strong Excel and PowerPoint skills
• A passion for seeing clients succeed and the resulting level of client satisfaction that comes with it
• Ability to build trust and strong relationships quickly
• A natural ability to actively listen and listen with empathy
• A high EQ that translates into a high degree of self-awareness and situational awareness, e.g., ability to “read a room” and recognize that what’s not being said may be even more important than what is being said 
• Strong communication skills (written, verbal, and presentation)
• Strong Excel and PowerPoint skills
• Self-motivated and self-directed; you are a fast learner
• Resourceful, creative, and tenacious when troubleshooting problems and identify solutions

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OUR CORE VALUES:

These aren’t just buried somewhere in an employee manual. We live and breathe them. They are on the walls and live in our hearts. They come up constantly in conversations and actions. They govern the decisions of the newest hire all the way up to our CEO:

WE ARE OBSESSED WITH BRANDS

We live for brands and are fanatical about their success.

WE THINK BEYOND THE BOX

We explore new ideas and discover creative solutions. We think openly about how to serve brands and solve problems.

WE DON'T GIVE UP

No one expected this to be easy. We are resilient— we dig in and keep going.

WE SPEAK UP

Every person here has an obligation to question norms, voice concerns, and offer their perspective.

WE WORK TOGETHER

We work with integrity and respect, ask for help, and extend the same help to others.

WE ARE HUMAN

Our people are our biggest strength. We have fun and make real connections with one another and with the brands we serve.

Cart.com is deeply committed to building a diverse and inclusive workplace. We’re proud to be an equal opportunity employer, seeking to identify and onboard people from all walks of life. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neurodiversity, disability, age, or veteran status, or any other non-merit based or legally protected grounds.

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