Pipe17
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Our Commitment to Our Team
At Pipe17, our values aren’t just words on a wall. They’re how we operate every day.
We are a high-performance team built around ownership, urgency, curiosity, and a strong bias for action.
We set bold goals, hold ourselves accountable, and move fast to solve customer problems. Every team member owns their decisions and drives outcomes. No one waits for permission.
We operate with urgency, but not recklessly. We focus on what matters most, take initiative, and course-correct quickly when needed. We value people who speak up, follow through, and take pride in their work.
Curiosity is how we get better. We ask questions, challenge assumptions, and stay open to new ideas. We don’t default to “how it’s always been done.” We explore, test, and learn. That mindset helps us adapt quickly, solve harder problems, and continuously raise the bar.
We also embrace AI as a force multiplier. We believe great operators don’t compete with AI - they partner with it. We use AI to move faster, think deeper, and remove friction from our work, while still applying human juådgåment, creativity, and context where it matters most. Thoughtful use of AI is part of how we scale ourselves and our impact.
Finally, teamwork is at our core. We win together, support each other, and celebrate our shared victories. Collaboration across functions is a daily practice, not just something we talk about. We learn from each other, improve constantly, and rally around our mission: unify commerce after the buy button.
If these values resonate with how you like to work, you’ll fit right in.
This position
Technical Support is involved in post-sales support work, taking ownership of the customer’s requirements and problems from start to finish to ensure that customers’ issues are handled in a timely and satisfactory manner. A successful candidate must be able to help customers and partners overcome technical challenges, and provide hands-on troubleshooting, debugging, feature explanation, and best practice guidance to the broader Technical Support team.
AI fluency: You’ve used AI tooling for work or personal use—or you are willing to dive in and learn fast. You explore new tools, workflows, and ideas to make things more efficient, and are eager to deepen your understanding of AI and use it regularly.
About You
You’re empathetic. You’ll be working directly with customers using our services as well as developers who are building on our platform as they overcome problems. You’re able to put yourself in their shoes.
You love figuring things out. You enjoy being presented with situations that don't have an immediately obvious answer and relish finding the solution. You are excited, not intimidated, by problems you don't know the answer to. You love applying the things you have learned to unfamiliar situations in order to see the deeper patterns that connect seemingly disparate issues.
You love variety. You would enjoy a multifaceted role that interacts with a wide variety of people, topics, and issues. The idea of seeing something new and different every day is invigorating. You are able to learn and act quickly to keep up with rapidly changing and sometimes unfamiliar situations.
You’re an excellent written communicator. We have a distributed team, and writing is our primary means of communication at Pipe17 and to our end users. You have a very strong command of written English and your writing is concise but effective.
You’re solid at time management. You can balance a variety of projects and responsibilities without getting overwhelmed. As a part of a distributed team, you’ll be trusted to work with minimal supervision. As a part of a growing company, you have an opportunity to make a big impact, and you’re keen to build processes that’ll make your job more efficient over time.
You have experience within the ecommerce space: Shopify, BigCommerce, WooCommerce, Wix, Squarespace, eBay, Walmart, Wayfair, Target, Overstock etc.; and B2B sales platforms, point-of-sale systems and ERPs like NetSuite, 3PLs / warehouse management systems, CartRover; order and inventory management systems such as Stitch labs, Brightpearl, Cin7; and SaaS connectivity solutions such as Del Boomi, Workato, Zapier etc.
Responsibilities
- Perform troubleshooting and provide development assistance to Pipe17 customers
- Serve as a point of internal escalation on technical issues within the Support org
- Perform check of escalated issues found by internal team members prior to advancing through proper channels
- Create and improve documentation to help users and partners help themselves
- Employ your problem solving skills to triage and fix bugs on our platform
- Improve the quality and efficiency of the solutions we deliver to our customers
- Find other opportunities to move the team, the org, and the company forward, such as contributing to building and maintaining internal tools, code review, mentoring
- Some on call responsibilities weekdays after hours and some weekends
- 4+ hours overlap with PST time zone if remote
Basic Qualifications
- English language proficiency: native or fluent
- 2+ years of SaaS troubleshooting experience in a Technical Support capacity as Tier 2 customer support, with one year as a Software Test Engineer
- Understanding of APIs and integration technologies used to create Pipe17 integrations
- Proficient in analyzing log files and standard debugging concepts using tools like Datadog and Postman
- Demonstrated ability to troubleshoot and triage complex, code-related technical issues
- Basic experience in troubleshooting performance & network related issues
- Soft skills to interact with customers over phone, email, Zoom
Preferred Qualifications
- Bachelor of Science degree in Engineering or technical field desirable
- Experience using Shopify or another ecommerce platform and / or an automation tool such as Zapier, Workato, Boomi, IFTTT or similar
- Experience with creating technical articles
- Experience using GitHub to host code samples
Compensation (US FTE)
- Competitive salary
- Great healthcare + dental + vision coverage
- Retirement plan
- Pick your own equipment. We'll set you up with whatever Apple laptop + monitor combo you want plus any software you need.
- Unlimited vacation policy. Plus we require you to take at least 2 weeks off each year. We see most employees take 4 weeks off per year. This isn't a vague policy where unlimited vacation means no vacation
About Us
Pipe17 is the AI-native Enterprise Order Operations Platform for brands and 3PLs. We replace the fragmented stack of iPaaS, middleware, and legacy OMS with one unified operational layer that manages orders, inventory, products, fulfillment, and exceptions across every channel and partner.
With 300+ managed connectors, AI-powered workflows, and an industry-first MCP Server for agentic commerce, Pipe17 lets brands go live in weeks, scale into new channels in days, and run post-checkout operations without developer dependency or systems integrators.
Our customers reduce operational costs by up to 85%, cut fulfillment errors by 99%, and launch new channels in days instead of months. Pipe17 is trusted by enterprise brands including Estée Lauder, Allbirds, e.l.f. Beauty, Made In Cookware, Wyze, Olly, Black Rifle Coffee Company, and Dude Wipes, as well as leading 3PLs including Ryder, FedEx, and Barrett Distribution.
Pipe17 is a venture-funded software company headquartered in Seattle, WA with a significant presence in the San Francisco Bay Area. The company is backed by GLP Capital Partners, a leading investor in ecommerce logistics, and recently announced its Series A funding to accelerate growth and category leadership.
Ready to apply?
Apply to Pipe17
LATAM/Americas ERP (Netsuite) Solution Consultant - Implementation
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Our Commitment to Our Team
At Pipe17, our values aren’t just words on a wall. They’re how we operate every day.
We are a high-performance team built around ownership, urgency, curiosity, and a strong bias for action.
We set bold goals, hold ourselves accountable, and move fast to solve customer problems. Every team member owns their decisions and drives outcomes. No one waits for permission.
We operate with urgency, but not recklessly. We focus on what matters most, take initiative, and course-correct quickly when needed. We value people who speak up, follow through, and take pride in their work.
Curiosity is how we get better. We ask questions, challenge assumptions, and stay open to new ideas. We don’t default to “how it’s always been done.” We explore, test, and learn. That mindset helps us adapt quickly, solve harder problems, and continuously raise the bar.
We also embrace AI as a force multiplier. We believe great operators don’t compete with AI - they partner with it. We use AI to move faster, think deeper, and remove friction from our work, while still applying human juådgåment, creativity, and context where it matters most. Thoughtful use of AI is part of how we scale ourselves and our impact.
Finally, teamwork is at our core. We win together, support each other, and celebrate our shared victories. Collaboration across functions is a daily practice, not just something we talk about. We learn from each other, improve constantly, and rally around our mission: unify commerce after the buy button.
If these values resonate with how you like to work, you’ll fit right in.
Location: LATAM
This position
ERP Solution Consultants, Implementation at Pipe17, working with our US-based customers, are involved in pre-sales, and actively taking ownership of the customer onboarding, and post-sales support work, taking ownership of the customer’s requirements and problems from start to finish. Pre-sales can involve requirements gathering and demos and on-boarding is one part project manager and one part implementation lead. Onboarding is the process of working with the customer and managing their migration to and adoption of the Pipe17 platform. Post-sales involves technical support and customizations and upselling additional functionality over time.
AI fluency: You’ve used AI tooling for work or personal use—or you are willing to dive in and learn fast. You explore new tools, workflows, and ideas to make things more efficient, and are eager to deepen your understanding of AI and use it regularly.
About You
You’re empathetic. You’ll be working directly with customers using our services as they encounter and overcome problems. You’re able to put yourself in their shoes and help point them in the right direction.
You can prioritize and have the ability to say no to customers. You're a self- starter, manager, owner (can drive things to results). You have great communication skills (written and verbal)
You like variety and enjoy multifaceted roles. As a part of a distributed team, you excel with minimal supervision. As a part of a growing company, you have an opportunity to make a big impact and build processes that’ll make your job more efficient over time.
You have experience within the ecommerce space such as one or more of the following: Shopify, Big Commerce, Woo Commerce, etc and B2B sales platforms, point-of-sale systems, ERPs, 3PLs/warehouse management systems, cart rover, order and inventory management systems such as Stitch labs, Brightpearl, Cin7, and SaaS connectivity solutions such as Dell Boomi, Workato, Zapier etc.
Responsibilities
- “Own the customer” as the single point of contact, defining a success plan with deliverables, and ensuring clear communication across all activities of the customers’ post-sale journey
- Be the main technical point of contact guiding the customer to leverage Pipe17 based on best practices and technical knowledge
- Be consultative and build in-depth customer relationships and a complete understanding of their business goals and objectives
- Lead multiple projects during the implementation phase and be viewed as an expert in solution design, development and troubleshooting. You may do planning, estimation, requirements gathering/analysis for larger customers
- Translate business requirements into product use cases or technical requirements
- Configure Pipe17 products based on customer requirements. Serve as a point of internal escalation on technical issues within the Support org
- Perform troubleshooting and development assistance to Pipe17 customers and resolve problems when possible, engaging engineering as needed
- Coach and educate customers to improve adoption of Pipe17
- Collaborate with internal stakeholders (Engineering, Product, Sales) to complete customer goals, be the “Voice of the Customer” to provide visibility and/or escalations, and maintain strong referenceability across your book of customers
- Create and improve documentation to help customers and partners help themselves
- Document onboarding steps for future reference and to transition to other teams as needed
Skills and Experience
- Minimum of 4 years experience in the software/tech industry
- Onboarding background - Customer onboardings with Netsuite, Acumatica or other ERP
- Understand integrations (using REST APIs) with cloud systems
- Experience with configuring SAAS products
- Ecommerce experience highly desired
- Mid-market focus on customers
- Analytical, problem-solving, and troubleshooting skills
- Solid project management and customer management skills
- Experience with Order to cash flow: Products, Sales Orders/Cash Sales, Inventory, Purchase Orders/Transfer Orders, Returns/RMAs, etc.
- Exposure to integrations with NetSuite (via Celigo, Boomi, FarApp or anything else)
Compensation (US FTE)
- Competitive salary
- Great healthcare + dental + vision coverage
- Retirement plan
- Pick your own equipment. We'll set you up with whatever Apple laptop + monitor combo you want plus any software you need.
- Unlimited vacation policy. Plus we require you to take at least 2 weeks off each year. We see most employees take 4 weeks off per year. This isn't a vague policy where unlimited vacation means no vacation
About Us
Pipe17 is the AI-native Enterprise Order Operations Platform for brands and 3PLs. We replace the fragmented stack of iPaaS, middleware, and legacy OMS with one unified operational layer that manages orders, inventory, products, fulfillment, and exceptions across every channel and partner.
With 300+ managed connectors, AI-powered workflows, and an industry-first MCP Server for agentic commerce, Pipe17 lets brands go live in weeks, scale into new channels in days, and run post-checkout operations without developer dependency or systems integrators.
Our customers reduce operational costs by up to 85%, cut fulfillment errors by 99%, and launch new channels in days instead of months. Pipe17 is trusted by enterprise brands including Estée Lauder, Allbirds, e.l.f. Beauty, Made In Cookware, Wyze, Olly, Black Rifle Coffee Company, and Dude Wipes, as well as leading 3PLs including Ryder, FedEx, and Barrett Distribution.
Pipe17 is a venture-funded software company headquartered in Seattle, WA with a significant presence in the San Francisco Bay Area. The company is backed by GLP Capital Partners, a leading investor in ecommerce logistics, and recently announced its Series A funding to accelerate growth and category leadership.
Ready to apply?
Apply to Pipe17
Our Commitment to Our Team
At Pipe17, our values aren’t just words on a wall. They’re how we operate every day.
We are a high-performance team built around ownership, urgency, curiosity, and a strong bias for action.
We set bold goals, hold ourselves accountable, and move fast to solve customer problems. Every team member owns their decisions and drives outcomes. No one waits for permission.
We operate with urgency, but not recklessly. We focus on what matters most, take initiative, and course-correct quickly when needed. We value people who speak up, follow through, and take pride in their work.
Curiosity is how we get better. We ask questions, challenge assumptions, and stay open to new ideas. We don’t default to “how it’s always been done.” We explore, test, and learn. That mindset helps us adapt quickly, solve harder problems, and continuously raise the bar.
We also embrace AI as a force multiplier. We believe great operators don’t compete with AI - they partner with it. We use AI to move faster, think deeper, and remove friction from our work, while still applying human juådgåment, creativity, and context where it matters most. Thoughtful use of AI is part of how we scale ourselves and our impact.
Finally, teamwork is at our core. We win together, support each other, and celebrate our shared victories. Collaboration across functions is a daily practice, not just something we talk about. We learn from each other, improve constantly, and rally around our mission: unify commerce after the buy button.
If these values resonate with how you like to work, you’ll fit right in.
This position
As a Solutions Architect at Pipe17, you will be responsible for designing and delivering tailored solutions to meet the unique needs of our customers. This customer-facing role requires not only deep technical expertise but also exceptional communication skills. You will collaborate directly with clients to understand their business challenges, present effective solutions, and guide them through the implementation process. Clear, concise, and persuasive communication is essential as you will be the key point of contact for customers throughout their journey, ensuring alignment between their requirements and our solutions.
The Technical Integrations Specialist (Solution Architect) is responsible for onboarding new customers. This includes understanding customer’s use cases, configuring Pipe17 to facilitate data transfer, and ensuring smooth integration of sales channels, ERPs, WMS and 3PLs. It is important to have a deep understanding of the e-commerce business, proficiency in ERPs like Acumatica, technical knowledge in APIs and JavaScript is desirable, and the ability to work with AI and interpret logs.
You will play a pivotal role in eliminating fragmented channels, manual processes, and operational blind spots that cost businesses time, money, and customers. You will ensure seamless integration of selling channels, fulfillment services, and core business applications to maintain the efficient flow of orders and inventory. This role allows you to focus on helping our customers grow their businesses without the need to solve technology problems.
AI fluency: You’ve used AI tooling for work or personal use—or you are willing to dive in and learn fast. You explore new tools, workflows, and ideas to make things more efficient, and are eager to deepen your understanding of AI and use it regularly.
About You
You’re empathetic. You’ll be working directly with customers using our services as they encounter and overcome problems. You’re able to put yourself in their shoes and help point them in the right direction.
You can prioritize and have the ability to say no to customers. You're a self- starter, manager, owner (can drive things to results). You have great communication skills (written and verbal)
You like variety and enjoy multifaceted roles. As a part of a distributed team, you excel with minimal supervision. As a part of a growing company, you have an opportunity to make a big impact and build processes that’ll make your job more efficient over time.
You have experience within the ecommerce space such as one or more of the following: Shopify, Big Commerce, Woo Commerce, etc and B2B sales platforms, point-of-sale systems, ERPs, 3PLs/warehouse management systems, cart rover, order and inventory management systems such as Stitch labs, Brightpearl, Cin7, and SaaS connectivity solutions such as Dell Boomi, Workato, Zapier etc.
Responsibilities
- “Own the customer” as the single point of contact, defining a success plan with deliverables, and ensuring clear communication across all activities of the customers’ post-sale journey
- Be the main technical point of contact guiding the customer to leverage Pipe17 based on best practices and technical knowledge
- Be consultative and build in-depth customer relationships and a complete understanding of their business goals and objectives
- Lead multiple projects during the implementation phase and be viewed as an expert in solution design, development and troubleshooting. You may do planning, estimation, requirements gathering/analysis for larger customers
- Translate business requirements into product use cases or technical requirements
- Configure Pipe17 products based on customer requirements. Serve as a point of internal escalation on technical issues within the Support org
- Perform troubleshooting and development assistance to Pipe17 customers and resolve problems when possible, engaging engineering as needed
- Coach and educate customers to improve adoption of Pipe17
- Collaborate with internal stakeholders (Engineering, Product, Sales) to complete customer goals, be the “Voice of the Customer” to provide visibility and/or escalations, and maintain strong referenceability across your book of customers
- Create and improve documentation to help customers and partners help themselves
- Document onboarding steps for future reference and to transition to other teams as needed
Skills and Experience
-
Skills
- E-commerce Knowledge
- Familiarity with vendors, tech stack, typical use cases, merchant activities, sales channels, fulfillment channels, and information flow between them (orders, shipping requests, fulfillment notices, etc.).
- ERP Proficiency
- Expertise in configuration, customization, and integrations.
- API Utilization
- Ability to work with APIs for data integration.
- Knowledge of JSON and basic programming in JavaScript (ability to read and understand code).
- JavaScript Knowledge
- Basic to intermediate skills for customization.
- AI Tools Experience (BONUS)
- Familiarity with AI tools is desirable.
- System Logs Interpretation
- Ability to read and interpret system logs for issue diagnosis.
- Problem-Solving Skills
- Strong problem-solving abilities.
- Communication Skills
- Excellent verbal and written communication.
- Project Management
- Ability to manage multiple projects and tasks simultaneously in a fast-paced environment.
Compensation (US FTE)
- Competitive salary
- Great healthcare + dental + vision coverage
- Retirement plan
- Pick your own equipment. We'll set you up with whatever Apple laptop + monitor combo you want plus any software you need.
- Unlimited vacation policy. Plus we require you to take at least 2 weeks off each year. We see most employees take 4 weeks off per year. This isn't a vague policy where unlimited vacation means no vacation
About Us
Pipe17 is the AI-native Enterprise Order Operations Platform for brands and 3PLs. We replace the fragmented stack of iPaaS, middleware, and legacy OMS with one unified operational layer that manages orders, inventory, products, fulfillment, and exceptions across every channel and partner.
With 300+ managed connectors, AI-powered workflows, and an industry-first MCP Server for agentic commerce, Pipe17 lets brands go live in weeks, scale into new channels in days, and run post-checkout operations without developer dependency or systems integrators.
Our customers reduce operational costs by up to 85%, cut fulfillment errors by 99%, and launch new channels in days instead of months. Pipe17 is trusted by enterprise brands including Estée Lauder, Allbirds, e.l.f. Beauty, Made In Cookware, Wyze, Olly, Black Rifle Coffee Company, and Dude Wipes, as well as leading 3PLs including Ryder, FedEx, and Barrett Distribution.
Pipe17 is a venture-funded software company headquartered in Seattle, WA with a significant presence in the San Francisco Bay Area. The company is backed by GLP Capital Partners, a leading investor in ecommerce logistics, and recently announced its Series A funding to accelerate growth and category leadership.
Ready to apply?
Apply to Pipe17
Our Commitment to Our Team
At Pipe17, our values aren’t just words on a wall. They’re how we operate every day.
We are a high-performance team built around ownership, urgency, curiosity, and a strong bias for action.
We set bold goals, hold ourselves accountable, and move fast to solve customer problems. Every team member owns their decisions and drives outcomes. No one waits for permission.
We operate with urgency, but not recklessly. We focus on what matters most, take initiative, and course-correct quickly when needed. We value people who speak up, follow through, and take pride in their work.
Curiosity is how we get better. We ask questions, challenge assumptions, and stay open to new ideas. We don’t default to “how it’s always been done.” We explore, test, and learn. That mindset helps us adapt quickly, solve harder problems, and continuously raise the bar.
We also embrace AI as a force multiplier. We believe great operators don’t compete with AI - they partner with it. We use AI to move faster, think deeper, and remove friction from our work, while still applying human juådgåment, creativity, and context where it matters most. Thoughtful use of AI is part of how we scale ourselves and our impact.
Finally, teamwork is at our core. We win together, support each other, and celebrate our shared victories. Collaboration across functions is a daily practice, not just something we talk about. We learn from each other, improve constantly, and rally around our mission: unify commerce after the buy button.
If these values resonate with how you like to work, you’ll fit right in.
Company Overview:
At Pipe17, we are revolutionizing e-commerce integration, empowering businesses to seamlessly connect their systems and processes to optimize efficiency and enhance the entire supply chain. Our cutting-edge platform simplifies data exchange, accelerates order fulfillment, and ensures real-time visibility, enabling businesses to scale with ease.
Position Overview:
We are seeking a highly motivated and experienced EDI On-boarding Customer Success Manager to join our dynamic team. The ideal candidate will be responsible for defining and implementing the end-to-end onboarding process for our customers utilizing Electronic Data Interchange (EDI) solutions. This role requires a strong understanding of EDI processes, strong project management and multi-tasking skills, and a passion for driving customer success.
AI fluency: You’ve used AI tooling for work or personal use—or you are willing to dive in and learn fast. You explore new tools, workflows, and ideas to make things more efficient, and are eager to deepen your understanding of AI and use it regularly.
Note: Pipe17 is currently focusing on X12 EDI capabilities to integrate with North America Retail trading partners to take orders (both drop-ship and bulk orders into DCs) and connecting those orders to backend systems (ERPs, Fulfillment providers, etc). Key EDI documents we support are 850, 855, 856, 810, 846
Key Responsibilities:
- Serve as the primary point of contact for customers during the onboarding process, guiding them through the EDI testing and Pipe17 configuration process..
- Collaborate with cross-functional teams including Sales, Product, and Development to ensure seamless onboarding and integration of customer EDI requirements.
- Work with and oversee / manage partners who we are looking to bring on for outsourced EDI onboarding.
- Develop and maintain strong relationships with customers, understanding their business needs and providing strategic guidance to maximize the value of Pipe17's solutions.
- Manage project timelines, deliverables, and resources to ensure successful and timely onboarding of customers.
- Provide training and support to customers on the use of Pipe17's platform, focusing on EDI and including troubleshooting and resolving technical issues as needed.
- Act as a customer advocate within Pipe17, representing customer feedback and requirements to inform product development and enhancement initiatives.
Qualifications:
- Bachelor's degree in Business Administration, Information Technology, or related field.
- Minimum of 3 years of experience in customer success and/or project management, with significant experience in the e-commerce industry.
- Solid understanding of Electronic Data Interchange (EDI) processes and standards, with experience in onboarding and managing EDI implementations.
- Strong project management skills, with the ability to manage multiple projects simultaneously and meet tight deadlines.
- Excellent communication and interpersonal skills, with the ability to build rapport and credibility with customers and internal stakeholders.
- Proven ability to problem-solve and troubleshoot technical issues, with a customer-centric approach to delivering solutions.
- Experience working with cross-functional teams and collaborating effectively to drive customer success.
- Knowledge of integration technologies is a plus.
- Strong analytical skills and attention to detail.
If you are passionate about customer success and have a strong background in EDI implementation and management, we encourage you to apply for this exciting opportunity to join our growing team at Pipe17.
Compensation (US FTE)
- Competitive salary
- Great healthcare + dental + vision coverage
- Retirement plan
- Pick your own equipment. We'll set you up with whatever Apple laptop + monitor combo you want plus any software you need.
- Unlimited vacation policy. Plus we require you to take at least 2 weeks off each year. We see most employees take 4 weeks off per year. This isn't a vague policy where unlimited vacation means no vacation
About Us
Pipe17 is the AI-native Enterprise Order Operations Platform for brands and 3PLs. We replace the fragmented stack of iPaaS, middleware, and legacy OMS with one unified operational layer that manages orders, inventory, products, fulfillment, and exceptions across every channel and partner.
With 300+ managed connectors, AI-powered workflows, and an industry-first MCP Server for agentic commerce, Pipe17 lets brands go live in weeks, scale into new channels in days, and run post-checkout operations without developer dependency or systems integrators.
Our customers reduce operational costs by up to 85%, cut fulfillment errors by 99%, and launch new channels in days instead of months. Pipe17 is trusted by enterprise brands including Estée Lauder, Allbirds, e.l.f. Beauty, Made In Cookware, Wyze, Olly, Black Rifle Coffee Company, and Dude Wipes, as well as leading 3PLs including Ryder, FedEx, and Barrett Distribution.
Pipe17 is a venture-funded software company headquartered in Seattle, WA with a significant presence in the San Francisco Bay Area. The company is backed by GLP Capital Partners, a leading investor in ecommerce logistics, and recently announced its Series A funding to accelerate growth and category leadership.
Ready to apply?
Apply to Pipe17
Our Commitment to Our Team
At Pipe17, our values aren’t just words on a wall. They’re how we operate every day.
We are a high-performance team built around ownership, urgency, curiosity, and a strong bias for action.
We set bold goals, hold ourselves accountable, and move fast to solve customer problems. Every team member owns their decisions and drives outcomes. No one waits for permission.
We operate with urgency, but not recklessly. We focus on what matters most, take initiative, and course-correct quickly when needed. We value people who speak up, follow through, and take pride in their work.
Curiosity is how we get better. We ask questions, challenge assumptions, and stay open to new ideas. We don’t default to “how it’s always been done.” We explore, test, and learn. That mindset helps us adapt quickly, solve harder problems, and continuously raise the bar.
We also embrace AI as a force multiplier. We believe great operators don’t compete with AI - they partner with it. We use AI to move faster, think deeper, and remove friction from our work, while still applying human juådgåment, creativity, and context where it matters most. Thoughtful use of AI is part of how we scale ourselves and our impact.
Finally, teamwork is at our core. We win together, support each other, and celebrate our shared victories. Collaboration across functions is a daily practice, not just something we talk about. We learn from each other, improve constantly, and rally around our mission: unify commerce after the buy button.
If these values resonate with how you like to work, you’ll fit right in.
About the Role
We are hiring a Customer Success Manager to own a portfolio of customers end-to-end, including retention, renewals, account growth, and day-to-day customer management. This person will serve as the primary post-sale point of contact, ensuring customers are supported, successful, and consistently seeing value.
This role blends commercial ownership across renewals and expansion with hands-on customer success execution, including enablement, adoption, issue triage, and relationship management. The ideal candidate has strong commerce and operations understanding and can credibly work with teams across ecommerce operations, finance, and systems.
What You’ll Do
Own retention and renewals
- Lead renewal timelines and renewal conversations, ensuring on-time execution
- Maintain accurate renewal forecasts and risk tracking across your book of business
- Identify churn risk early and coordinate mitigation plans across internal teams
Drive expansion revenue
- Identify and execute expansion opportunities such as additional channels, volume tiers, new workflows, and multi-year agreements
- Lead QBRs and account planning sessions tied to customer goals and outcomes
- Build close plans and coordinate internal resources to support upsell and cross-sell motions
Own the customer relationship
- Act as the main customer point of contact and manage communication, expectations, and timelines
- Guide onboarding and ongoing enablement, especially around workflows and operational change
- Ensure customers adopt the product and realize measurable business outcomes
- Create clear success plans tied to how ecommerce teams operate and scale
Commerce-aware support and escalation management
- Triage customer issues and coordinate with Support, Product, and Engineering to drive resolution
- Own customer communication during escalations with clear status updates and expectation-setting
- Bring structure to customer pain points by identifying root causes and preventing repeat issues
Operate your book of business
- Keep CRM data clean, including account notes, renewal dates, customer health, stakeholders, and activity
- Build lightweight reporting on retention, expansion pipeline, risks, and account sentiment
- Improve the post-sale motion by creating reusable templates, playbooks, and workflows
Commerce Expertise We’re Looking For
You do not need to have been an operator, but you should understand:
- Ecommerce order-to-cash basics, including orders, payments, refunds, tax, and settlement
- Fulfillment and logistics fundamentals, including 3PLs, warehouses, shipping SLAs, and exceptions
- Inventory and returns workflows, including RMAs, restocking, and exchanges
- Channel ecosystem knowledge across Shopify, Amazon, marketplaces, retail, and EDI
- What breaks operationally when brands scale fast or add new channels
What Success Looks Like
In the first 90 days, you will:
- Build strong relationships quickly and become the trusted owner for key accounts
- Establish renewal rigor through timelines, forecasting, risk tracking, and execution
- Improve customer experience through faster response, clearer ownership, and better follow-through
- Proactively surface growth opportunities based on customer commerce goals and pain points
- Reduce reactive fire drills by creating structure around recurring issues
Qualifications
Must-have
- 3 to 8 years experience owning a book of business in Account Management, Customer Success, or post-sale ownership roles
- Strong customer-facing skills including structured communication and credibility with stakeholders
- Communications playbook for onboarding, account management and renewals/upsells
- Comfort owning revenue outcomes including renewals, negotiation, and expansion motions
- Commerce fluency and understanding of ecommerce operations and systems
- Strong organization and execution skills with the ability to manage multiple accounts effectively
- Strong cross-functional collaboration skills
Nice-to-have
- Experience working with ecommerce brands, 3PLs, OMS or WMS tools, marketplaces, or integrations
- Familiarity with platforms like Shopify, NetSuite, and Amazon
- Experience in B2B SaaS with operational workflows and complex implementations
- Experience handling escalations and translating between customers and technical teams
Traits That Win in This Role
- Revenue and retention mindset with strong ownership
- Commerce-first problem solving and the ability to speak the customer’s language
- Calm and clear communication under pressure
- Strong follow-through and accountability
- Proactive instincts that surface risk early and drive resolution
Compensation (US FTE)
- Competitive salary
- Great healthcare + dental + vision coverage
- Retirement plan
- Pick your own equipment. We'll set you up with whatever Apple laptop + monitor combo you want plus any software you need.
- Unlimited vacation policy. Plus we require you to take at least 2 weeks off each year. We see most employees take 4 weeks off per year. This isn't a vague policy where unlimited vacation means no vacation
About Us
Pipe17 is the AI-native Enterprise Order Operations Platform for brands and 3PLs. We replace the fragmented stack of iPaaS, middleware, and legacy OMS with one unified operational layer that manages orders, inventory, products, fulfillment, and exceptions across every channel and partner.
With 300+ managed connectors, AI-powered workflows, and an industry-first MCP Server for agentic commerce, Pipe17 lets brands go live in weeks, scale into new channels in days, and run post-checkout operations without developer dependency or systems integrators.
Our customers reduce operational costs by up to 85%, cut fulfillment errors by 99%, and launch new channels in days instead of months. Pipe17 is trusted by enterprise brands including Estée Lauder, Allbirds, e.l.f. Beauty, Made In Cookware, Wyze, Olly, Black Rifle Coffee Company, and Dude Wipes, as well as leading 3PLs including Ryder, FedEx, and Barrett Distribution.
Pipe17 is a venture-funded software company headquartered in Seattle, WA with a significant presence in the San Francisco Bay Area. The company is backed by GLP Capital Partners, a leading investor in ecommerce logistics, and recently announced its Series A funding to accelerate growth and category leadership.
Ready to apply?
Apply to Pipe17