The Customer Success Manager (CSM) – Web is a pivotal role in expanding our service offerings in web design, and UX consultation. In addition to core account management responsibilities, this CSM will lead the development and delivery of our design and UX consulting services, helping customers optimize their e-commerce presence and drive business growth.

This role is ideal for someone who thrives in a dynamic environment, combining account management with hands-on expertise in UX/UI, web design. The CSM will work directly with customers to develop and implement strategies .

As we grow this line of business, the CSM will play a key role in shaping our approach, refining our offerings, and ensuring customers achieve measurable success. This is a high-impact position where you'll have the opportunity to build, execute, and evolve our design and website implementation services while strengthening long-term customer relationships.

Key Responsibilities

Customer Relationship Management:

• Conduct regular account reviews to discuss website performance, and overall e-commerce strategy.
• Facilitate discovery discussions to uncover new customer needs and align them with our service offerings.
• Serve as the primary point of contact for assigned accounts, advocating for customer needs internally and ensuring alignment with their online growth goals.

Implementation & Onboarding:

• Lead and/or execute website implementation, design and optimization projects for new and existing customers.
• Guide new customers through the onboarding process, ensuring their website UX and design are effectively implemented.
• Provide recommendations on UX/UI improvements, conversion rate optimization, and site structure based on industry best practices.

Support & Service:

• Handle frontline service and support requests related to site design, configuration, user education and basic troubleshooting, escalating technical issues when necessary.

Strategic Growth:

• Identify and present opportunities for website enhancements, design improvements and feature implementation
• Partner with customers to refine their e-commerce presence, leveraging data insights to drive traffic, conversions, and overall business success.
• Stay up to date on industry trends and best practices in web design, and digital marketing to proactively advise customers on new opportunities.

About Us

Terracor Business Solutions helps B2B companies bring their e-commerce vision to life with ERP-integrated solutions. We’re a small but established company that operates with a startup mindset—meaning less red tape, more ownership, and plenty of opportunities to make an impact.

We’re fully remote (based in Winnipeg) and believe in rewarding hard work, including profit sharing and the chance to take on side projects to grow your skills. If you thrive in a fast-moving environment where you can take initiative and shape the way we do things, you’ll fit right in.

• Proven experience in customer success, account management, or a related role within the SaaS or e-commerce industry.
• Strong communication, interpersonal, and problem-solving skills.
• A customer-first mindset with the ability to balance business objectives and customer needs.
• Technical aptitude to understand and explain SaaS solutions and workflows.
• Self-motivated and organized, capable of managing multiple priorities and accounts effectively

Technical Skills

• HTML & CSS
• Understand UI/UX principles
• Experience with MD Bootstrap an asset
• Software aptitude

• Salary negotiation starting at 40k
• Profit sharing
• Benefits package including paramedical, prescription, dental, etc