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Join one of the fastest-growing, venture-backed start-ups disrupting the massive global shipping and cross-border e-commerce space. Our mission is to make every brand a global brand, by making international shipping and returns easy, affordable, and friction-free. We power the world’s fastest-growing DTC brands and 3PLs worldwide. Work with a stellar team that raises the bar on innovation, is committed to our customers’ and partners’ success, fast-paced and collaborative team environment, with plenty of opportunities to learn and grow.

We are looking for a results-oriented, driven, and strategic Customer Success Manager. In this role you will close inbound deals, onboard new merchants, and proactively manage and support a set of existing customers, focusing on retention, delight and revenue growth.

This role is critical for the success of our company. You act as the liaison to our customers and are a trusted advisor to them, providing strategic and operational guidance. You'll own the full customer lifecycle—from closing the deal and ensuring successful implementation, to driving long-term revenue expansion through data-driven growth strategies. You will be responsible for building lasting relationships with our customers, optimizing international shipping operations and processes, monitoring the growth of accounts, and ensuring customers are receiving value and growing successfully with FlavorCloud.

In this position, you work closely with various teams across the company, including Marketing, Sales, Network Operations, Product Management & Engineering.

Your Mission

Balance competing priorities across new deal closures, onboarding timelines, and strategic account growth without sacrificing quality in any area

Sales & Revenue Generation:

• Close inbound deals by demonstrating how FlavorCloud solves international logistics pain points and unlocks trapped revenue from existing international traffic
• Manage sales pipeline from qualified lead to closed deal, including product demos, pricing discussions, and solution positioning
• Meet or exceed quarterly sales quotas for new customer acquisition

Onboarding & Activation:

• Own end-to-end merchant onboarding from deal close through first successful shipment, ensuring seamless technical integration and operational setup
• Guide new merchants through DDP enablement, shipping configuration, and checkout optimization to get them live and shipping consistently
• Train merchants on product features and best practices to ensure successful adoption and ongoing success
• Establish baseline performance metrics and success criteria during onboarding to enable future growth conversations

Portfolio Growth & Expansion:

• Drive revenue expansion within your managed portfolio by identifying and quantifying "trapped revenue" opportunities using traffic analysis, conversion benchmarking, and white space reports
• Conduct monthly strategic growth conversations focused on improving international conversion rates, activating new markets, and increasing % of GMV from international sales
• Translate data-driven insights into actionable growth roadmaps that help merchants scale from 1-10% international GMV to 30-50% targets
• Advocate for merchant needs by surfacing feedback and feature requests to drive product improvements and higher CSAT
• Position yourself as a strategic growth partner, not just a shipping solution, by demonstrating measurable revenue impact from international optimization

• Minimum of 4 years of experience in B2B customer success or account management for a SaaS company
• Proven track record closing B2B SaaS deals and meeting or exceeding both new business and expansion revenue quotas
• Strong revenue expansion experience including upselling, cross-selling, and driving net revenue retention within existing accounts, ideally in a transactional model.
• Experience running QBRs and strategic client conversations with purpose-driven agendas
• Experience conducting discovery calls, product demonstrations, and value-based selling conversations
• Comfortable with consultative selling and using data to build compelling business cases that drive customer action
• Ecommerce platform experience with Shopify, BigCommerce, Magento, or similar platforms
• Excellent analytical skills and comfort with deep data analysis
• Growth mindset, self-driven ambition, adaptability, and detail-oriented approach
• Comfort in a remote-first startup environment where we move quickly and wear many hats
• Shipping, logistics, or warehouse experience a plus

This role is 100% remote, however we are only open to US or Canada candidates at this time.

This role is exempt.

To perform in this position successfully, an individual must be able to perform each key responsibility satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties may be assigned to meet business needs.

FlavorCloud does not discriminate on the basis of actual or perceived race, religion, color, national origin, ancestry, disability, medical condition, marital status, sex, age, sexual orientation, gender identity or expression, family responsibility, personal appearance, genetic information, matriculation, political affiliation, or any other status protected under law.