Company Description

Redefine Innovations is a Boston-based IT company that has been supporting wholesale, distribution, manufacturing, and B2B commerce businesses across the US since 2001. The team specializes in building B2B commerce platforms, migrating organizations to Dynamics 365 Business Central, and modernizing IT systems through fixed-price engagements led by senior consultants. Core offerings include the Redefine Suite for B2B commerce, ERP implementation and migration, custom software development, data and analytics with Power BI, AI-driven automation, and digital transformation services. The company is known for transparent, direct communication, avoiding offshore handoffs and scope creep so clients always understand project status and outcomes. Redefine Innovations works with clients nationwide, helping them scale beyond legacy systems and achieve long-term operational efficiency.

Role Description

The Account Success Manager eCommerce role is a full-time, remote position focused on driving client success and growth across eCommerce and B2B commerce initiatives. In this role, you will manage a portfolio of accounts, build strong relationships with key stakeholders, and serve as the primary point of contact for eCommerce platform and related IT services. You will collaborate with sales, marketing, technical, and consulting teams to understand client goals, oversee onboarding, monitor performance metrics, and propose optimization strategies that improve conversion, retention, and revenue. Daily activities include conducting regular account reviews, identifying upsell and cross-sell opportunities, coordinating solution delivery, resolving issues, and ensuring that projects stay on track and within scope. You will also gather client feedback, translate it into actionable insights for internal teams, and contribute to continuous improvement of eCommerce and Business Central solutions.

Qualifications

• Strong Analytical Skills to interpret data, track KPIs, identify trends, and translate insights into clear recommendations for account growth and optimization.
• Excellent Communication abilities, including active listening, client-facing presentation skills, and clear written communication for status updates, proposals, and issue resolution.
• Proven experience in Sales, with a focus on account management, upselling, cross-selling, and building long-term partnerships in a B2B environment.
• Hands-on knowledge of E-Commerce platforms and B2B commerce, preferably with experience supporting or managing digital storefronts, online ordering, and customer portals.
• Familiarity with Marketing principles, including demand generation, customer lifecycle engagement, and collaboration with marketing teams to support account strategies.
• Experience working with or alongside ERP systems (e.g., Dynamics 365 Business Central) and comfort with IT or SaaS-based solutions is highly beneficial.
• Demonstrated ability to work independently in a remote setting, manage multiple accounts and deadlines, and maintain a structured, organized workflow.
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