Principal Customer Success Manager

This is a fully remote position, open to applicants in United States, +1 more state.

📋 Description

• You will serve as the primary Customer Success Manager (CSM) for our earliest merchants on this new product line—those who are instrumental in helping us define best practices. This involves managing relationships, promoting adoption, navigating uncertainties, and directly incorporating your insights into the frameworks that others will eventually adopt.

• You will establish what a successful customer journey entails for this offering—spanning from implementation to expansion—and convert that into repeatable, well-documented processes.

• You will collaborate with the enablement team to create materials, training resources, and internal documentation that enhance the skills of the Customer Success organization based on your strategic recommendations.

• You will act as a vital link between the front lines and the Product team. This means effectively communicating adoption challenges, the impact of product shortcomings on merchants, and the subsequent effect on retention—with sufficient detail to genuinely influence roadmap prioritization.

• You are adept with data and take ownership of internal reporting for your portfolio. Additionally, you utilize data-driven insights directly with customers to assist them in optimizing and expanding their use cases.

⛳️ Requirements

• You have over 7 years of experience as a strong customer-facing CSM and have also created various resources: playbooks, training materials, onboarding programs, etc.

• You possess a clear perspective on what constitutes an effective customer strategy for ecommerce brands—experience in multi-channel marketing (SMS, email, or beyond) is essential.

• You bring a project management approach; you can manage a complex workstream while remaining engaged with customers.

• You have experience working in or alongside alpha/beta programs and have contributed to their scaling.

• You communicate effectively (both written and verbal) across various levels and teams.

• You thrive in environments with ambiguity and do not require a fully defined path to deliver exceptional work.

🏝️ Benefits

• Salary range of USD $117,000-$141,000 base plus variable compensation & significant equity (we do not have geo-based salaries).

• Join a high-growth startup with ample opportunities for you to make a direct impact on the company and advance your career!

• Enjoy the flexibility to work from home (or any location you prefer).

• Experience a fun work environment where we are passionate about what we do.

• Receive competitive compensation and the potential for equity.

• Benefit from flexible paid time off.

• Access health, dental, and vision insurance.