CustomerSuccessManager

About Swap Swap is the infrastructure behind modern agentic commerce. The only AI-native platform connecting backend operations with a forward-thinking storefront experience. Built for brands that want to sell anything - anywhere, Swap centralises global operations, powers intelligent workflows, and unlocks margin-protecting decisions with real-time data and capability. Our products span cross-border, tax, returns, demand planning, and our next-generation agentic storefront, giving merchants full transparency and the ability to act with confidence. At Swap, we’re building a culture that values clarity, creativity, and shared ownership as we redefine how global commerce works. ABOUT THE ROLE As a Customer Success Manager, you will own and grow Swap’s top-tier book of business, acting as a trusted partner to our most valuable and complex customers. This is a senior, high-impact role for someone who thrives in managing senior stakeholders, navigating complexity, and driving meaningful commercial outcomes. You will be accountable for retention, upsell, and expansion across strategic accounts, while coordinating internal teams to deliver exceptional outcomes. You’ll operate as the voice of the customer internally, lead escalations when required, and ensure Swap is delivering maximum value across its full product suite. KEY RESPONSIBILITIES - Own a portfolio of strategic, high-revenue accounts with clear accountability for retention, upsell, and expansion. - Build deep, trusted relationships with senior customer stakeholders, acting as a strategic advisor and primary point of contact. - Develop and execute account plans that drive long-term growth, product adoption, and commercial expansion. - Identify and close upsell and cross-sell opportunities across the Swap product suite, partnering closely with Sales where required. - Lead complex escalations, coordinating internal teams to resolve issues quickly while maintaining customer confidence. - Run structured, high-impact