Customer Success Manager

This is a fully remote position, open to applicants in California.

📋 Description

• Oversee the onboarding process for new clients: setting up the platform, conducting training sessions, and ensuring they achieve their first significant outcome promptly.

• Maintain ongoing relationships with a portfolio of brands, acting as their primary liaison at Cruva.

• Handle customer interactions via chat, email, and video, ensuring responsiveness, clarity, and follow-through.

• Resolve platform-related issues and collaborate with product and engineering teams for escalations when necessary.

• Recognize trends in customer inquiries and pain points, and provide that feedback for internal product and operational discussions.

• Track customer health across your portfolio and proactively address retention risks before they arise.

• Work alongside the sales team to identify expansion opportunities when customers are ready to increase their usage.

⛳️ Requirements

• Background in customer success, account management, onboarding, or support within a SaaS context.

• Excellent written and verbal communication skills in English.

• Proficient in leading customer calls and conducting product training sessions.

• Highly organized, detail-oriented, and able to remain responsive amidst a high volume of customer interactions.

• Knowledgeable in CRM and support tools.

• Experience with TikTok Shop, ecommerce, or platforms related to the creator economy is a significant advantage.

🏝️ Benefits

• Meaningful early-stage equity