Customer Success Manager

Customer Success Manager

Overview We're seeking a proactive and relationship-driven Customer Success Manager to manage a portfolio of brands and ensure they achieve measurable growth and long-term success on our platform. You'll work closely with founders, marketers, and brand teamshelping them stay active, uncover opportunities, expand usage, and drive revenue. This is a high-touch, high-ownership role where you'll be on calls daily, solving problems, providing strategic support, and acting as the internal voice of the customer.

Account Ownership & Growth

• Manage a book of active eCommerce and brand clients, ensuring strong adoption and ongoing value.
• Drive revenue performance, retention, and expansion opportunities within your accounts.
• Monitor engagement and proactively step in when usage drops or risks arise.
• Identify upsell and cross-sell opportunities to increase Net Revenue Retention (NRR).

Customer Success & Support

• Onboard new brands, run live demos, and ensure fast time-to-value.
• Join daily calls with founders and marketing teams to advise, troubleshoot, and guide strategy.
• Unblock clients by coordinating with internal teams across product, engineering, and support.
• Maintain high-touch relationships focused on outcomes, not ticket handling.

Insights & Internal Collaboration

• Gather customer feedback and advocate for product improvements.
• Share insights with the internal team to strengthen product direction and customer experience.
• Keep CRM, notes, and account updates detailed and accurate at all times.

What Success Looks Like

• Strong revenue under management
• High Net Revenue Retention (NRR)
• Low churn and consistently active accounts
• Measurable expansion within existing brands