Customer Success Manager jobs in United States
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Swap · 2 weeks ago

Customer Success Manager

positionAustin, TX
timeFull-time
remoteOnsite
senioritySenior Level

Swap is an AI-native platform that connects backend operations with a modern storefront experience. The Customer Success Manager will own and grow Swap’s top-tier book of business, acting as a trusted partner to complex customers while driving retention, upsell, and expansion across strategic accounts.

E-CommerceFinanceSoftware

Responsibilities

Own a portfolio of strategic, high-revenue accounts with clear accountability for retention, upsell, and expansion
Build deep, trusted relationships with senior customer stakeholders, acting as a strategic advisor and primary point of contact
Develop and execute account plans that drive long-term growth, product adoption, and commercial expansion
Identify and close upsell and cross-sell opportunities across the Swap product suite, partnering closely with Sales where required
Lead complex escalations, coordinating internal teams to resolve issues quickly while maintaining customer confidence
Run structured, high-impact QBRs and strategic check-ins, tying product value to customer business outcomes
Collaborate cross-functionally with Product, Support, Onboarding, and Finance to deliver against customer goals
Maintain accurate forecasting, account health tracking, and CRM hygiene for your book of business

Qualification

SaaS experienceStakeholder managementCommercial acumenCRM proficiencyEscalation handlingCommunication skillsStrategic thinkingCross-functional collaboration

Required

Proven experience managing and growing a strategic or enterprise book of business in a SaaS environment
Strong commercial acumen with a track record of driving upsell, expansion, and retention in complex accounts
Excellent stakeholder management skills, with confidence engaging senior external and internal stakeholders
Experience handling escalations calmly and effectively, balancing customer advocacy with commercial priorities
Strategic thinker who can translate customer goals into clear account plans and execution
Comfortable working in a fast-paced, scaling startup with evolving processes and ambiguity
Strong communication skills, both written and verbal, with the ability to simplify complex topics
Experience using CRM and customer success tooling (e.g. HubSpot, Salesforce, Vitally, Zendesk or similar)

Benefits

Competitive base salary.
Stock options in a high-growth startup.
Competitive PTO with public holidays additional.
Private Health.
Pension.
Wellness benefits.
Breakfast Mondays.

Company

Swap

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Swap Commerce provides an e-commerce operating system that helps online brands unify and manage their commerce operations.
dateFounded in 2022
location
London, England, GBR
people-size201-500 employees
web-link
https://www.swap-commerce.com

Funding

Current Stage
Growth Stage
Total Funding
$149M
Key Investors
ICONIQ GrowthQED Investors
2026-01-07Series C· $100M
2025-03-04Series B· $40M
2024-04-30Series A· $9M

Leadership Team

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Juan Pellerano-Rendón
Chief Marketing Officer
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Recent News

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Swap lands a £75m Series C led by DST Global and ICONIQ to expand product offering in its commerce operating system
2026-01-13
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Company data provided by crunchbase