Customer Success Manager

Tectonic is looking for a Customer Success Manager who is a dynamic, passionate, self-starter to join our team. You’ll be working with a wide range of customer personas globally. Your job is to support & onboard our new customers as well as existing customers ranging anything from BAU to new use-cases requirements from customers and/or working along to understand & own to get that deployed to the customer websites of the new features built on Tectonic. This role is a hybrid of customer success associate as well as product & account support.

An ideal candidate should have proven technical aptitude in past role(s) by learning technical products, adjusting complex explanations depending on your audience, and troubleshooting basic issues where necessary.

You excel in a fast paced environment, working as a customer’s internal advocate to remove obstacles that may impede a customer’s experience with Tectonic. You thrive on solving new, complex challenges that are unique to your customers and their businesses. You care deeply about building trust with everyone you work with.

Key responsibilities:

Tectonic is looking for a Customer Success Manager who has a successful track record of working with both technical and non-technical teams.

• Build, maintain, and nurture relationships with clients.
• Act as the primary point of contact for their partner communications and support.
• Coordinate client onboarding processes and ensure smooth integration.
• Understand client objectives & requirements clearly and collate them promptly on the internal ticketing system.
• Assist in the planning and execution of all the client asks.
• Collect feedback and provide actionable insights to improve client experience.
• Track performance metrics and prepare regular reports for internal and client review.
• Collaborate cross-functionally with internal teams such as Product, Design, Engineering and Operations.

Key requirements:

• Experience working in an e-commerce environment.
• MBA - recent graduate or up to 1 year of experience.
• Excellent verbal and written communication skills is a must.
• Strong interpersonal skills and a client-focused approach.
• High level of professionalism, confidence, and enthusiasm.
• Ability to manage multiple stakeholders and projects simultaneously.
• Basic understanding of client relationship management..
• Self-starter with ownership and solution-oriented mindset.