Customer Success Manager

Job Description

Overview
We’re seeking a proactive and relationship-driven Customer Success Manager to manage a portfolio of brands and ensure they achieve measurable growth and long-term success on our platform. You’ll work closely with founders, marketers, and brand teams—helping them stay active, uncover opportunities, expand usage, and drive revenue. This is a high-touch, high-ownership role where you’ll be on calls daily, solving problems, providing strategic support, and acting as the internal voice of the customer.

Key Responsibilities

Account Ownership & Growth

• Manage a book of active eCommerce and brand clients, ensuring strong adoption and ongoing value.
• Drive revenue performance, retention, and expansion opportunities within your accounts.
• Monitor engagement and proactively step in when usage drops or risks arise.
• Identify upsell and cross-sell opportunities to increase Net Revenue Retention (NRR).

Customer Success & Support

• Onboard new brands, run live demos, and ensure fast time-to-value.
• Join daily calls with founders and marketing teams to advise, troubleshoot, and guide strategy.
• Unblock clients by coordinating with internal teams across product, engineering, and support.
• Maintain high-touch relationships focused on outcomes, not ticket handling.

Insights & Internal Collaboration

• Gather customer feedback and advocate for product improvements.
• Share insights with the internal team to strengthen product direction and customer experience.
• Keep CRM, notes, and account updates detailed and accurate at all times.

What Success Looks Like

• Strong revenue under management
• High Net Revenue Retention (NRR)
• Low churn and consistently active accounts
• Measurable expansion within existing brands

Requirements

• 2–4+ years of Customer Success or Account Management experience, ideally with eCommerce, brands, or creator-focused platforms.
• Deep understanding of how brands operate, track performance, and collaborate with creators.
• Confident communicator who excels on live calls and can explain product features clearly.
• Highly organized with exceptional follow-up skills and strong CRM discipline.
• Comfortable in a fast-moving startup environment with multiple priorities.
• Composed under pressure and skilled at building trust with founders and marketing leaders.