HGS is a global leader in customer experience management. With more than 18,000 employees spread across 9 countries, our mission is to make our clients more competitive by providing exceptional experiences. Powered by a people first philosophy and experience serving over 1100 of the world’s leading brands, HGS is the perfect place to build your future!

As a Customer Success Manager I (OEM), you will partner closely with our team to:

• Guide customers in successfully implementing our e-commerce platform.

• Drive adoption across their organization.

• Ensure they continuously gain business value from our products and services.

• Provide answers to basic technical questions regarding the platform and sales growth tactics.

By engaging customers through both educational and transactional approaches, you will position yourself as the trusted point of contact throughout the lifecycle milestones of onboarding, adoption, and advocacy. Equipped with insights into what it takes for customers to succeed, you will serve as the voice of customer training and educational needs, providing valuable feedback to the CSM and Customer Marketing teams.

Responsibilities

• Serve as the primary point of contact for basic training and fundamental platform, eCommerce, and marketing questions.

• Assist customers via email and online presentations.

• Utilize tools to track assigned account metrics, health, and learning development.

• Enhance the department’s reputation by accepting ownership of new and different requests, while exploring opportunities to add value.

• Maintain strong client satisfaction and deliver exceptional service on a day-to-day basis.

• Monitor and analyze customer usage of our product.

• Collaborate with Implementation and Customer Success Management teams to integrate and train new clients.

Position Requirements

• Experience with training or video conferencing platforms preferred (e.g., Zoom, Google Meet).

• 1–3 years of experience in account management, training, and/or customer onboarding.

• SaaS experience preferred (e.g., Zendesk, Salesforce).

• 1–3 years of eCommerce experience preferred (Amazon and eBay marketplace experience advantageous but not required).

• Strong verbal and written communication skills.

• Excellent interpersonal skills with the ability to engage in meaningful dialogue, build strong relationships, and provide personalized support.

• Self-motivated and able to work independently.

• Proactive approach to customer success and problem-solving.

As an equal opportunity employer, HGS is dedicated to diversity, inclusivity and Equity. HGS does not discriminate on the basis of the race, ethnicity, religion, sex, national origin, age, veteran disability, or genetic information or any other reason prohibited by law in employment. We believe in the power of diversity to create an environment where every individual excels, and our diverse customer and colleague base is deeply understood.