Senior Customer Success Manager

Fastr•Boston, MA

20h

About The Position

Fastr empowers global brands and retailers to move at the speed of change, do more with less, and grow their businesses. Fastr is the only AI-first Digital Experience Platform (DXP) that unifies insight and execution into one AI-native platform — so commerce teams can launch, test, personalize, and optimize every experience without developers or tech bloat. Our products power day-to-day execution and optimization. Our services accelerate adoption, outcomes, and scale. Global brands like GE, Toys R Us, Weber, Carhartt and New Balance trust Fastr to eliminate bottlenecks and sell more. The Opportunity We are looking for a Senior Customer Success Manager who operates at the intersection of customer success and strategic account management. You will own a portfolio of Fastr's most strategic e-commerce customers end-to-end — from post-sale onboarding through renewal, expansion, and executive-level relationship management. This is a commercial, quota-carrying role. You will be accountable for net revenue retention (NRR), gross retention, and expansion ARR within your book of business. You will run renewals, lead commercial negotiations, identify and close upsell/cross-sell opportunities, and build multi-year strategic account plans that align Fastr's roadmap to each customer's e-commerce goals. You will work closely with Product, Engineering, Solutions, Marketing, and Sales to ensure every customer in your portfolio is achieving measurable business outcomes — and is positioned to grow with Fastr year over year.

Requirements

5-8 years of customer-facing experience in Customer Success, Account Management, or a hybrid CSM/AM role at a B2B SaaS company.
Proven commercial track record — demonstrable ownership of renewal and expansion quota, with consistent attainment of NRR / GRR / expansion ARR targets.
E-commerce technology experience — previous experience working within ecommerce or retail technology.
Commercial negotiation skills — experience running multi-year renewals, price increases, discount structures, and enterprise procurement cycles.
Strategic account planning rigor — comfort building joint success plans, stakeholder maps, whitespace analyses, and EBR narratives for enterprise customers.
Executive presence — able to hold the room with VP- and C-level retail/digital executives and translate technical roadmaps into business impact.
Strong analytical instincts : You can read account data, identify patterns, and build a point of view from it

Nice To Haves

Experience managing a book of business of $2M+ ARR across enterprise accounts.
Background in a SaaS company serving mid-market or enterprise retailers, DTC brands, or marketplaces.
Exposure to revenue operations tooling: Salesforce, Gainsight/Catalyst/ChurnZero, Clari, Looker, Tableau.

Responsibilities

Own the full renewal lifecycle for a portfolio of strategic e-commerce customers, including forecasting, negotiation strategy, and close.
Drive gross retention and net revenue retention (NRR) targets, with clear accountability for on-time renewals and minimized churn/downsell.
Proactively identify at-risk accounts, build mitigation plans, and mobilize internal resources (Product, Engineering, Executive Sponsors) to resolve escalations before they impact renewal outcomes.
Establish rigorous renewal motions: early health scoring, executive business reviews, and renewal milestones tracked 180, 90, 60, and 30 days out.
Carry an expansion quota and own the full expansion cycle — from opportunity identification through commercial close — across additional modules, users, storefronts, regions, and premium service tiers.
Partner with Product Marketing and Solutions to map Fastr's roadmap to each customer's commerce strategy, surfacing data-backed expansion opportunities.
Build and maintain a healthy expansion pipeline; accurately forecast upsell bookings in the CRM on a weekly and quarterly cadence.
Identify referenceable growth stories within your book and convert them into case studies, advocacy, and new-logo pipeline referrals.
Lead commercial negotiations on renewals, expansions, multi-year agreements, and mid-term amendments — including pricing, discounting, term length, and contractual protections.
Partner with Legal, Finance, Deal Desk, and RevOps to structure deals that protect margin, reduce churn risk, and maximize lifetime value.
Own pricing conversations with confidence: articulate value in dollars, defend list pricing, and use data (GMV, conversion lift, cost savings, operational ROI) to justify Fastr's commercial terms.
Navigate procurement, vendor management, and executive approval processes typical of mid-market and enterprise retailers.
Build and maintain detailed strategic account plans for every top-tier customer, including commercial goals, stakeholder maps, whitespace analysis, success metrics, and 12-24 month expansion roadmaps.
Run quarterly and annual Executive Business Reviews (EBRs) with C-level and VP-level stakeholders on the customer side — Heads of E-commerce, Digital, IT, and Revenue.
Map Fastr's value to the customer's KPIs (conversion rate, AOV, time-to-publish, core web vitals, revenue per session) and track measurable outcomes against those targets.
Coordinate cross-functional account teams (Sales, Solutions Architecture, Support, Product) to execute against the account plan.
Serve as the trusted advisor and primary commercial point of contact for your customers — the person their executives call first.
Develop deep expertise in each customer's e-commerce tech stack, organizational structure, and competitive landscape.
Champion the voice of the customer internally: feed structured product feedback, churn signals, and expansion intelligence to Product, Engineering, and Leadership.