Note: The job is a remote job and is open to candidates in USA. Anatta, a Shopify Platinum Partner, is looking for a strategic Customer Success Account Manager to join their team. This role involves managing client relationships, driving account growth, and ensuring operational excellence while acting as a trusted advisor to clients.
Responsibilities
- Serve as the primary point of contact for a portfolio of mid-market and enterprise accounts, owning the full client relationship from kickoff through renewal and growth
- Build deep trust with client stakeholders at every level — from day-to-day contacts to C-suite — through consistent communication, proactive outreach, and genuine understanding of their business
- Lead regular check-ins, Quarterly Business Reviews (QBRs), and executive steering committee calls that reinforce value delivered and set the agenda for future engagement
- Act as the voice of the client inside the agency — translating their goals, concerns, and priorities to internal delivery, strategy, and leadership teams
- Drive account growth by identifying upsell and cross-sell opportunities organically — turning strong delivery into expanded scope, new workstreams, and long-term retainers
- Manage account P&L and financial forecasting, maintaining clear visibility into revenue, margin, and growth targets across your portfolio
- Partner with sales leadership on strategic account planning, renewals, and expansion pitches — bringing the client context that makes proposals land
- Present new service opportunities and strategic recommendations to clients in a way that connects directly to their goals and business outcomes
- Maintain close visibility into project health across all active engagements — tracking risks, timelines, budgets, and quality before issues escalate
- Partner with internal delivery teams to resource accounts appropriately, surface blockers early, and ensure smooth execution from kickoff through launch
- Identify and proactively solve scope creep, stakeholder misalignment, and delivery risk — bringing solutions, not just problems
- Ensure all progress, decisions, and deliverables are consistently documented and visible to all relevant stakeholders. Nothing lives only in Slack or meetings
- Introduce process improvements — planning cadences, demo rhythms, documentation standards — to increase delivery velocity and client confidence
- Develop a thorough understanding of each client's business model, competitive landscape, and strategic goals — and use that knowledge to guide decisions that improve outcomes
- Translate between technical and business contexts: communicate engineering constraints clearly to clients and ensure internal teams understand business priorities and tradeoffs
- Facilitate Growth Councils and strategic recommendation sessions that tie agency capabilities to specific client objectives
- Leave every client stronger than you found them — ensure knowledge transfer, documentation, and process improvements that enable their long-term success
Skills
- 5–8+ years of experience in Account Management, Customer Success, Client Services, or related roles, with a strong track record of retaining and growing enterprise or mid-market accounts
- Demonstrated experience managing client relationships with annual value of $1M+ — you know how to turn strong delivery into expanded engagement
- Prior experience in an agency, consulting, or professional services environment, with direct exposure to digital, technology, data, or cloud service delivery
- Proven commercial instinct: experience managing P&L, forecasting, and driving account expansion through upsell and cross-sell
- Strong operational mindset: ability to manage multiple concurrent engagements, surface risks early, and introduce structure where none exists
- Experience leading QBRs, executive presentations, and strategic client conversations with confidence and authority
- Excellent written and verbal communication skills — able to engage both technical practitioners and executive stakeholders with equal fluency
- Comfortable working independently in a remote environment while maintaining high accountability and responsiveness
- Experience in ecommerce, data/AI services, cloud platforms, or digital transformation consulting
- Familiarity with project management and CRM tools such as Jira, HubSpot, Salesforce, or similar
- Experience coaching or guiding delivery teams to operate with a client-first, consultative mindset
- Comfort with on-site or embedded client engagement at key relationship moments
Benefits
- Remote first organization
- Full medical, dental, vision, disability, and company paid life insurance
- Employer 401(k) contributions
- Employee assistance program
- Start accrual with 20 days of PTO annually + holidays
- Annual winter break: We close the week between Christmas and New Year's so everyone can truly disconnect and recharge
- Paid parental leave
- Company events, happy hours, andretreats
- Budget for continuing education
- Other perks vary by location
Company Overview