Senior Strategic Customer Success Manager
Posted Updated
Description
- Global-e is seeking a Senior Strategic Accounts Customer Success Manager to own and grow some of our largest and most strategically important UK merchant relationships. These accounts represent a significant share of our revenue and are central to our continued global expansion
- In this role, you will act as the primary strategic partner to top-tier enterprise brands—advising C-level executives, optimising global cross-border performance, and driving measurable revenue growth. You’ll connect business strategy with operational excellence across a complex international ecosystem, ensuring merchants realise maximum value through Global-e’s platform, services, and expertise
- You’ll join a high-performing international team and work with some of the world’s most recognized brands. Global-e is the leading cross-border ecommerce provider, and this role gives you a front-row seat in the transformation of global direct-to-consumer commerce
- Strategic Relationship Leadership
- Serve as the lead point of contact and trusted strategic advisor for a portfolio of Global-e’s highest-value enterprise merchants
- Build long-term, C-level relationships and influence strategic decision-making through data-driven insights and best practices
- Represent the merchant voice internally to Product, Operations, Marketing, and other key teams
- Revenue Growth & Commercial Expansion
- Drive upsell, cross-sell, and expansion initiatives across your book of business with clear revenue accountability
- Identify and execute opportunities that expand footprint, enable new markets, or unlock incremental revenue
- Proactively spot risks or red flags and create mitigation plans
- Performance Management & Insights
- Prepare and deliver performance reviews, QBRs, and KPI analysis that translate data into actionable recommendations
- Provide guidance on operational, marketing, and strategic levers that improve merchant performance
- Benchmark merchant KPIs against industry trends and Global-e best practices
- Operational Excellence & Cross-Functional Collaboration
- Partner closely with internal stakeholders (Product, Operations, Engineering, Payments, Logistics) to ensure seamless execution
- Ensure timely delivery of Global-e solutions in alignment with merchant goals and operational requirements
- Navigate complex, multi-market environments to solve challenges and deliver enterprise-grade outcomes
- BA/BS degree preferred
- Experience driving measurable revenue expansion within an existing client base
- Demonstrated ability to manage multiple initiatives simultaneously and influence cross-functional teams
- Proven success managing and growing large, global enterprise accounts in complex environments
- B2B experience in SaaS, e-commerce, logistics, payments, or related tech industries preferred
- Exceptional communication and presentation abilities, including experience engaging senior and C-level stakeholders
- Strong analytical skills with the ability to interpret data, identify trends, and communicate insights confidently
- Track record in managing complex stakeholder relationships and/or senior level executives
- 4+ years of experience in strategic account management, customer success, or enterprise client leadership
- Flexibility to work across time zones to support global merchant teams