Mid-Level Customer Success Specialist
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- Lead weekly account alignment meetings, review deliverables, prioritize the backlog, and present sales, conversion, and ROAS metrics
- Serve as the client's daily point of contact, manage projects and requests through the Check Platform, and close outstanding items with an owner and deadline
- Lead the onboarding of new accounts, presenting the squad model, SLAs, hour bank, and workflow
- Anticipate risks of dissatisfaction and churn
- Triage requests, classify bugs and enhancements, define severity and SLA, and engage the appropriate team
- Manage the hour bank, estimates, usage, prioritization based on impact versus effort, and trade-off negotiations
- Lead the acceptance testing cycle, client validation, and production release
- Translate business needs into technical tasks and explain technical issues to clients in business terms
- Investigate issues in the platform admin before escalating them to the technical team
- Assess the total cost of proposed solutions, including apps, tools, and requests
- Document recurring processes and teach clients how to become more self-sufficient
Requirements
- 3+ years of experience in Customer Success, account management, or customer support at an e-commerce or technology company, such as an agency, platform (VTEX, Shopify, Tray, etc.), payment provider, ERP/OMS/TMS, or CRM (RD Station, ActiveCampaign, etc.)
- Hands-on experience with e-commerce operations, including navigating platform admin panels, reproducing issues, and understanding the order → payment → logistics flow
- Experience managing multiple accounts and requests simultaneously using a management tool (Jira or similar), including backlog, prioritization, and SLA management
- Clear, assertive communication skills, with the ability to translate technical terms into business conversations and close issues with clear commitments and deadlines
- Analytical mindset for interpreting sales, conversion, and media performance reports
- Bachelor's degree
- English proficiency for reading technical documentation
Core Competencies
Demonstrates expertise in Customer Success and account management within e-commerce and technology sectors, with a strong focus on project management, client communication, and operational efficiency. Proficient in translating technical requirements into business terms while managing multiple accounts and ensuring client satisfaction.
Highest-signal resume keywords
- Customer Success Management
- E-Commerce Operations
- Project Management
- Clear Communication Skills
- Analytical Mindset
ATS Optimization Keywords
Hard Skills
- Account Management
- SLA Management
- Backlog Prioritization
- Technical Task Translation
- Acceptance Testing
- Issue Investigation
- Cost Assessment
Soft Skills
- Assertive Communication
- Client Relationship Management
Certifications & Qualifications
- Bachelor's Degree
Industry Keywords
- E-Commerce
- Customer Support
- Agency
- Payment Provider
- ERP
- OMS
- TMS
- CRM
Tools & Technologies
- Check Platform
- Jira
- VTEX
- Shopify
- ActiveCampaign
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