Founding CSM - Endless Commerce

Job description

ABOUT ENDLESS COMMERCE Endless Commerce is an AI-powered CommerceOS that helps consumer brands manage the chaos of omnichannel operations. We serve brands scaling from $1M to $500M+ in revenue, providing real-time inventory visibility, EDI and purchase order automation, and supply chain intelligence across DTC, wholesale, marketplaces, and retail channels. Our clients include brands like Food52, Great Jones, Heyday, Tin Can, Pattern Brands and more-- we're growing fast and our nimble team needs your help keeping up! THE ROLE You're a relationship-driven operator who thrives on making customers wildly successful. As our first CSM, you'll own the entire post-sale experience— from onboarding new brands to deepening relationships with our existing portfolio, identifying expansion opportunities, and building the playbooks that will define how Endless Commerce delivers value at scale. This role is great for someone who loves wearing many hats and finds genuine satisfaction in solving real operational problems for the brands they work with. Expect to own onboarding, retention, expansion, and everything in between. WHAT YOU'LL OWN - Onboarding: Lead new customers from signed contract to fully live on Endless— coordinating with our product team to ensure a smooth, fast, and confidence-building launch experience. - Retention & renewals: Own the health of your book of business. Build strong relationships with key stakeholders at each brand, proactively identify risk, and drive renewals. - Expansion revenue: Deeply understand each customer's operations so you can identify where additional Endless Commerce capabilities— new channels, features, or integrations— can make their lives easier and grow our footprint. - Customer comms: Partner with product and marketing to keep customers informed on product updates, new capabilities, and growth opportunities that are relevant to their business. - Playbook building: As our founding CSM, you'll be creating things from scratch— onboarding checklists, QBR templates, health score frameworks, escalation processes. You'll set the standard for how we do CS. - Voice of the customer: Synthesize feedback from across your portfolio and bring it back to product and leadership to help us build a better platform. - Customer referrals: Work hand-in-hand with our partnerships and marketing efforts to turn happy customers into advocates who refer new brands into our ecosystem. YOU'RE A GREAT FIT IF - You have 3–5+ years of customer success or account management experience, ideally in a SaaS environment serving e-commerce or consumer brands - You’re directionally interested in taking what you learn about our customers’ needs, wants, and desires and helping turn those into tangible product features - You understand the operational chaos that omnichannel brands face and can speak credibly about inventory, orders, wholesale, and retail - You're highly organized and data-driven, but also a creative problem-solver who can think on your feet - High EQ and customer (and team) sensitivity - You're comfortable being hands-on— this isn't a purely strategic role; you'll be in the weeds of onboarding, troubleshooting, and building from scratch - You can work cross-functionally with our tiny and nimble sales, marketing, and product teams to ensure customers always feel supported LOGISTICS - Full-time, remote position - Full benefits package including healthcare and 401k