Customer Success Manager (SaaS)

Job Description

We are seeking a highly motivated Customer Success Manager to own and manage the full customer lifecycle—from onboarding through retention and expansion. This is a client-facing role requiring a strong understanding of eCommerce, DTC brands, and the creator marketing ecosystem.

The ideal candidate will act as a strategic partner to customers, ensuring they derive maximum value from the platform while driving long-term retention and growth. Experience in SaaS environments is preferred, particularly within high-growth or startup contexts.

Key Responsibilities

Customer Onboarding & Activation

• Lead onboarding for new customers, ensuring a seamless and efficient setup
• Guide clients in implementing workflows related to UGC tracking, creator management, and affiliate performance
• Drive rapid time-to-value and strong product adoption from day one

Account Management & Relationship Building

• Manage a portfolio of eCommerce and DTC clients
• Serve as the primary point of contact for all customer needs
• Build strong, long-term relationships with marketing, growth, and performance teams

Product Adoption & Customer Success

• Drive consistent usage of key platform features
• Identify and address gaps in product adoption
• Educate clients on best practices to maximize platform value

Retention & Expansion

• Proactively manage customer health to reduce churn
• Identify opportunities for account growth and expansion
• Support renewals and long-term customer success initiatives

Performance & Strategic Guidance

• Provide insights into creator performance and content effectiveness
• Support customers in improving their UGC, influencer, and affiliate strategies
• Align platform usage with customer revenue and growth objectives

Cross-Functional Collaboration

• Partner with product and sales teams to relay customer feedback
• Ensure smooth handoffs between sales and customer success

Requirements

• 2–5+ years of experience in Customer Success, Account Management, or similar client-facing roles
• Experience within a SaaS environment (preferred, not required)
• Strong understanding of eCommerce, DTC brands, and digital marketing ecosystems
• Experience working with marketing, growth, or performance teams
• Excellent communication, stakeholder management, and relationship-building skills
• Strong analytical and problem-solving abilities

Preferred Qualifications

• Experience with influencer marketing, UGC, or affiliate platforms
• Familiarity with tools such as Shopify, Klaviyo, TikTok Shop, or Meta Ads
• Experience in fast-paced, high-growth startup environments

Tools & Technology

• CRM platforms (e.g., HubSpot, Salesforce)
• Analytics tools and internal dashboards
• Communication tools (Slack, Zoom)
• eCommerce and marketing platforms (Shopify, Klaviyo)

What Success Looks Like

• Customers are onboarded efficiently with fast time-to-value
• High adoption of key platform features across accounts
• Strong retention rates with reduced churn
• Growth in customer lifetime value through expansion
• Measurable improvements in customer performance and outcomes