Our Commitment to Our Team

At Pipe17, our values aren’t just words on a wall. They’re how we operate every day.

We are a high-performance team built around ownership, urgency, curiosity, and a strong bias for action.

We set bold goals, hold ourselves accountable, and move fast to solve customer problems. Every team member owns their decisions and drives outcomes. No one waits for permission.

We operate with urgency, but not recklessly. We focus on what matters most, take initiative, and course-correct quickly when needed. We value people who speak up, follow through, and take pride in their work.

Curiosity is how we get better. We ask questions, challenge assumptions, and stay open to new ideas. We don’t default to “how it’s always been done.” We explore, test, and learn. That mindset helps us adapt quickly, solve harder problems, and continuously raise the bar.

We also embrace AI as a force multiplier. We believe great operators don’t compete with AI - they partner with it. We use AI to move faster, think deeper, and remove friction from our work, while still applying human juådgåment, creativity, and context where it matters most. Thoughtful use of AI is part of how we scale ourselves and our impact.

Finally, teamwork is at our core. We win together, support each other, and celebrate our shared victories. Collaboration across functions is a daily practice, not just something we talk about. We learn from each other, improve constantly, and rally around our mission: unify commerce after the buy button.

If these values resonate with how you like to work, you’ll fit right in.

About the Role

We are hiring a Customer Success Manager in LATAM to own a portfolio of customers end-to-end, including retention, renewals, account growth, and day-to-day customer management. This person will serve as the primary post-sale point of contact, ensuring customers are supported, successful, and consistently seeing value.

This role blends commercial ownership across renewals and expansion with hands-on customer success execution, including enablement, adoption, issue triage, and relationship management. The ideal candidate has strong commerce and operations understanding and can credibly work with teams across ecommerce operations, finance, and systems.

What You’ll Do

Own retention and renewals

Lead renewal timelines and renewal conversations, ensuring on-time execution
Maintain accurate renewal forecasts and risk tracking across your book of business
Identify churn risk early and coordinate mitigation plans across internal teams

Drive expansion revenue

Identify and execute expansion opportunities such as additional channels, volume tiers, new workflows, and multi-year agreements
Lead QBRs and account planning sessions tied to customer goals and outcomes
Build close plans and coordinate internal resources to support upsell and cross-sell motions

Own the customer relationship

Act as the main customer point of contact and manage communication, expectations, and timelines
Guide onboarding and ongoing enablement, especially around workflows and operational change
Ensure customers adopt the product and realize measurable business outcomes
Create clear success plans tied to how ecommerce teams operate and scale

Commerce-aware support and escalation management

Triage customer issues and coordinate with Support, Product, and Engineering to drive resolution
Own customer communication during escalations with clear status updates and expectation-setting
Bring structure to customer pain points by identifying root causes and preventing repeat issues

Operate your book of business

Keep CRM data clean, including account notes, renewal dates, customer health, stakeholders, and activity
Build lightweight reporting on retention, expansion pipeline, risks, and account sentiment
Improve the post-sale motion by creating reusable templates, playbooks, and workflows

Commerce Expertise We’re Looking For

You do not need to have been an operator, but you should understand:

Ecommerce order-to-cash basics, including orders, payments, refunds, tax, and settlement
Fulfillment and logistics fundamentals, including 3PLs, warehouses, shipping SLAs, and exceptions
Inventory and returns workflows, including RMAs, restocking, and exchanges
Channel ecosystem knowledge across Shopify, Amazon, marketplaces, retail, and EDI
What breaks operationally when brands scale fast or add new channels

What Success Looks Like

In the first 90 days, you will:

Build strong relationships quickly and become the trusted owner for key accounts
Establish renewal rigor through timelines, forecasting, risk tracking, and execution
Improve customer experience through faster response, clearer ownership, and better follow-through
Proactively surface growth opportunities based on customer commerce goals and pain points
Reduce reactive fire drills by creating structure around recurring issues

Qualifications

Must-have

3 to 8 years experience owning a book of business in Account Management, Customer Success, or post-sale ownership roles
Strong customer-facing skills including structured communication and credibility with stakeholders
Communications playbook for onboarding, account management and renewals/upsells
Comfort owning revenue outcomes including renewals, negotiation, and expansion motions
Commerce fluency and understanding of ecommerce operations and systems
Strong organization and execution skills with the ability to manage multiple accounts effectively
Strong cross-functional collaboration skills

Nice-to-have

Experience working with ecommerce brands, 3PLs, OMS or WMS tools, marketplaces, or integrations
Familiarity with platforms like Shopify, NetSuite, and Amazon
Experience in B2B SaaS with operational workflows and complex implementations
Experience handling escalations and translating between customers and technical teams

Traits That Win in This Role

Revenue and retention mindset with strong ownership
Commerce-first problem solving and the ability to speak the customer’s language
Calm and clear communication under pressure
Strong follow-through and accountability
Proactive instincts that surface risk early and drive resolution

Compensation (US FTE)

Competitive salary
Great healthcare + dental + vision coverage
Retirement plan
Pick your own equipment. We'll set you up with whatever Apple laptop + monitor combo you want plus any software you need.
Unlimited vacation policy. Plus we require you to take at least 2 weeks off each year. We see most employees take 4 weeks off per year. This isn't a vague policy where unlimited vacation means no vacation

About Us

Pipe17 is the AI-native Enterprise Order Operations Platform for brands and 3PLs. We replace the fragmented stack of iPaaS, middleware, and legacy OMS with one unified operational layer that manages orders, inventory, products, fulfillment, and exceptions across every channel and partner.

With 300+ managed connectors, AI-powered workflows, and an industry-first MCP Server for agentic commerce, Pipe17 lets brands go live in weeks, scale into new channels in days, and run post-checkout operations without developer dependency or systems integrators.

Our customers reduce operational costs by up to 85%, cut fulfillment errors by 99%, and launch new channels in days instead of months. Pipe17 is trusted by enterprise brands including Estée Lauder, Allbirds, e.l.f. Beauty, Made In Cookware, Wyze, Olly, Black Rifle Coffee Company, and Dude Wipes, as well as leading 3PLs including Ryder, FedEx, and Barrett Distribution.

Pipe17 is a venture-funded software company headquartered in Seattle, WA with a significant presence in the San Francisco Bay Area. The company is backed by GLP Capital Partners, a leading investor in ecommerce logistics, and recently announced its Series A funding to accelerate growth and category leadership.

Originally posted on Himalayas

Customer Success Manager - Renewals

Job Description