Senior Manager, Client Success

Cart.com•Dallas, TX

20h•Hybrid

About The Position

We’re Cart.com, one of the fastest growing commerce enablement companies in the world. We provide the digital and physical infrastructure that empowers thousands of leading B2C, B2B and public sector organizations to unify commerce operations from product discovery to product delivery. We’re building toward a world where commerce has no bounds. Our enterprise-grade software, services and logistics infrastructure, including our own network of omnichannel fulfillment and distribution centers, enable merchants to navigate an increasingly complex operating landscape and drive efficient growth. Our goal is to be the global backbone of commerce. To achieve it, we’re looking for entrepreneurial, innovative and determined teammates who are eager to help our growing base of customers simplify their commerce operations and seamlessly reach their own customers, wherever they are. Sound like you? We’d love to hear from you. Cart.com Fast Facts: 6,000+ customers worldwide 1,200+ employees globally 15 warehouses nationwide, totaling over 10 million square feet of space Headquartered in Houston, TX with international offices Our values: Cart.com is building a company that is committed to living out these 6 core values: Be brand obsessed: Our lives are shaped by the brands we interact with daily. We obsess over the brands we serve, and about the things they care about. Think beyond the box: “We’ve always done it that way” is not a phrase uttered often at our office. We create creative solutions to complex problems. Don’t give up: We learn from our challenges and see them for what they are; great building blocks to an amazing brand story. Speak up: We communicate clearly and directly because we care deeply. Communication is the bedrock of our community. Work together: We’ve built a team that prides itself on diversity of thought and background. Collaboration is better with contrast. Remember to be human: We work hard, but we leave room for the people, places and things that we love. AI is part of how we work. It's not doing the hiring. We'll use AI in parts of our process and we think you should feel free to use it too — for research, prep, whatever helps. But our interviews exist to meet you , not your best AI-assisted draft. Real people make every call here. Any questions about how this works, just ask. Hybrid: Dallas Distribution Center. Open to Candidates who live in or around the Dallas, TX area. The Role As the Senior Manager, Client Success , you will lead and support a team of Client Success Managers while overseeing key client relationships and ensuring consistent delivery against client expectations. You will partner closely with operations and cross-functional teams to drive client satisfaction, retention, performance, and growth. In this role, you will serve as a key connection point between our clients and internal teams, helping translate client needs into actionable solutions, proactively addressing risks, and ensuring our brands receive a high-quality and consistent experience with Cart.com.

Requirements

A strong client advocate who understands how to balance client needs with operational realities and business objectives.
An experienced people leader who can coach, develop, and hold teams accountable for results.
A relationship builder who can establish credibility with both client stakeholders and internal operational leaders.
A proactive problem-solver who can navigate complex client needs, escalations, and competing priorities.
Results-driven and highly organized, with strong prioritization and project management skills.
Comfortable using data to identify trends, assess client performance, and recommend solutions.
An effective communicator who can translate complex operational issues into clear, actionable conversations with clients and internal stakeholders.
Comfortable operating in a fast-paced environment where priorities and client needs can evolve quickly.
Ability to work hybrid out of the Dallas Fulfillment Center.
6+ years of experience in Client Success, Account Management, Customer Success, Operations, or a related field.
3+ years of people leadership experience, including coaching and developing client-facing teams.
Experience managing complex client relationships, preferably within e-commerce, fulfillment, logistics, or technology.
Demonstrated success improving client satisfaction, retention, and overall account performance.
Experience partnering with Operations and cross-functional teams to resolve client issues and improve service delivery.
Experience managing and reporting against client KPIs, SLAs, and performance expectations.
Proven ability to manage escalations and build trusted relationships with client stakeholders.

Nice To Haves

Experience within SaaS, 3PL, fulfillment, or e-commerce environments.
Experience supporting clients across multiple fulfillment centers or operational locations.
3PL or e-commerce operational experience.
Experience with SOWs, SLAs, and other client contractual requirements.
Bachelor’s Degree in Business, Marketing, Supply Chain, or a related field.
Experience working in fast-paced, high-growth companies.

Responsibilities

Manage, coach, and develop a team of Client Success Managers, driving accountability and consistent client outcomes.
Oversee a portfolio of key client relationships, ensuring strong engagement, satisfaction, retention, and overall account health.
Execute client engagement strategies and ensure clients maximize Cart.com’s capabilities to achieve their business objectives.
Partner closely with Operations and cross-functional teams to ensure service delivery meets established KPIs, SLAs, and client expectations.
Build strong relationships with client stakeholders and serve as an escalation point for complex client needs or service issues.
Identify risks within client accounts and proactively coordinate solutions with internal stakeholders.
Develop and deliver client performance reviews and presentations, translating operational and performance data into actionable insights.
Support the development and management of key client documentation, including SLAs, SOWs, and other contractual commitments.
Participate in strategic initiatives and process improvements that enhance the client experience and improve operational performance.
Monitor client success metrics, including retention, satisfaction, account health, and expansion opportunities.
Partner with leadership to identify opportunities to strengthen client relationships and support revenue growth.
Ensure consistent Client Success processes, communication standards, and best practices across assigned clients and facilities.