Swap · 4 hours ago
Manager, Customer Success
Austin, TX
Full-time
Onsite
Mid, Senior LevelSwap is an AI-native platform that connects backend operations with a modern storefront experience. The Manager, Customer Success will lead a team of Strategic Account Managers to drive retention and expansion for Swap’s key customers, ensuring alignment and effective delivery of value across the organization.
E-CommerceFinanceSoftware
Responsibilities
Lead, coach, and develop a team of Strategic Account Managers, setting clear goals, expectations, and performance standards
Own performance across the strategic book of business, including retention, upsell, expansion, and customer health
Establish and maintain strong account management fundamentals, including account planning, QBRs, forecasting, and pipeline management
Act as a senior escalation point for strategic customers, supporting your team in navigating complex or high-risk situations
Partner closely with Sales on expansion strategy, deal ownership, and handovers for strategic accounts
Collaborate with Product, Support, Onboarding, and Finance to remove blockers and improve customer outcomes
Drive consistency and scalability by improving processes, playbooks, and ways of working across the AM team
Provide clear reporting and insights to leadership on performance, risks, opportunities, and resourcing needs
Qualification
Required
Proven experience managing and coaching Account Managers or Customer Success Managers in a SaaS environment
Strong background owning or supporting strategic / enterprise accounts with complex stakeholder structures
Excellent commercial judgement with experience driving retention, upsell, and expansion through teams
Confident escalation manager, able to balance customer advocacy with business priorities
Strong leadership and communication skills, with the ability to motivate, challenge, and support high performers
Experience building or refining account management processes in a scaling startup environment
Comfortable working cross-functionally and influencing without direct authority
Experience with CRM and CS 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
Swap Commerce provides an e-commerce operating system that helps online brands unify and manage their commerce operations.
Founded in 2022
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$149MKey Investors
ICONIQ GrowthQED Investors
2026-01-07Series C· $100M
2025-03-04Series B· $40M
2024-04-30Series A· $9M
Leadership Team
Juan Pellerano-Rendón
Chief Marketing Officer
Recent News
Sourcery
2026-01-15
2026-01-13
Company data provided by crunchbase