Customer Success Manager

Job Description

We’re looking for a Customer Success Manager to own and grow a portfolio of eCommerce brands using our platform. Your mission is to ensure brands stay active, increase revenue, and see measurable results.

This is a high-touch, hands-on role. You’ll spend much of your day on live calls with founders and marketing teams—solving problems, driving adoption, and identifying opportunities for expansion. You’ll also act as the voice of the customer internally, sharing insights, feedback, and feature needs to help improve the product and overall customer experience.

What You’ll Own

• A portfolio (book) of eCommerce brands
• Revenue and performance across your accounts
• Retention, expansion, and long-term account growth

What Matters in This Role

• Revenue under management
• Net Revenue Retention (NRR) and churn
• Expansion within existing customer accounts

Key Responsibilities

Customer Engagement & Success

• Join daily calls with founders, marketers, and brand teams
• Onboard new brands, demo product features, and drive fast time-to-value
• Monitor account usage and proactively intervene when engagement drops
• Serve as a trusted advisor to help brands achieve strong results

Account Management & Revenue Growth

• Manage ongoing relationships with accuracy, care, and urgency
• Identify expansion opportunities within existing accounts
• Ensure clients remain active, satisfied, and growing

Technical & Platform Support

• Troubleshoot questions related to TikTok Shop, Shopify, Amazon, and Meta
• Handle account, dashboard, and data-related queries confidently
• Collaborate with internal teams to unblock issues quickly

Product Feedback & Internal Collaboration

• Collect customer feedback and relay insights to product and leadership
• Advocate for customer needs and help shape product improvements
• Keep CRM records, call notes, and account details meticulously updated

What You Need to Know

• How eCommerce brands operate, sell, and scale
• How brands track performance and pay creators
• How to communicate clearly and confidently with founders and marketing leaders
• How to explain product features calmly and effectively on live calls
• Basic working knowledge of:
• TikTok Shop
• Shopify
• Amazon
• Meta Ads Manager

How You’ll Work

• Work closely with the founder and participate in most customer conversations
• Operate with a relationship-first, high-touch approach (not ticket-based support)
• Manage multiple fast-moving accounts with strong organization and structure

Requirements

• 2–4+ years of experience in Customer Success or Account Management
• Prior experience with eCommerce, SaaS, or brand clients strongly preferred
• Excellent communicator — confident on calls and proactive with follow-ups
• Fluent in English (spoken and written)
• Strong sense of ownership and accountability
• Comfortable in a fast-paced startup environment
• Tech-savvy and confident using dashboards, CRMs, and data tools
• Professional, positive, energetic, and client-facing
  

MUST HAVE:

Submission of a short intro video is required

Candidates must be based in South Africa, LATAM, or the Philippines