Senior Customer Success Manager

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

📋 Description

• Lead the onboarding process for new brands from initiation to go-live.

• Configure offers, channels, and target audiences to align with brand objectives.

• Establish success metrics and develop plans for the first 30 days.

• Help brands achieve their first revenue swiftly.

• Serve as the primary point of contact for a portfolio of brands.

• Conduct check-ins, business reviews, and performance summaries.

• Monitor account health, usage, and renewal schedules.

• Proactively identify and address potential account risks.

• Manage renewals and pinpoint expansion opportunities using data insights.

• Create case studies and references based on successful outcomes.

• Collaborate with Rev Ops to translate performance into actionable account strategies.

• Relay brand feedback to Product and Operations teams.

• Work alongside Sales for smooth handoffs and account strategy planning.

• Standardize onboarding playbooks and account documentation.

• Enhance customer success processes and minimize manual tasks.

• Contribute to the development of repeatable processes as the team expands.

⛳️ Requirements

• 4-5+ years of experience in customer success, account management, or partnerships, particularly in martech, ecommerce, or SaaS.

• Proven track record of retaining and expanding a portfolio of clients.

• Proficiency with performance data and the ability to convert metrics into a compelling narrative.

• Excellent communication skills.

• Strong organizational skills and the ability to thrive in a fast-paced environment while managing multiple priorities.

• A genuine curiosity about ecommerce and brand development.

• Bonus: Familiarity with the DTC stack, including Klaviyo, Attentive, and Shopify, or experience with DTC brands.

🏝️ Benefits

• Competitive base salary along with a bonus package.

• Equity in a rapidly growing, venture-backed organization.

• Comprehensive medical, dental, vision, and other healthcare benefits.

• 4 weeks of paid time off plus health days.

• 401k retirement plan.

• Monthly stipend for fitness and wellness activities.

• Company retreats and team gatherings twice a year.

• Emphasis on a remote-first culture.