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 teams—helping 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. Key Responsibilities 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 2–4+ years of Customer Success or Account Management experience, ideally with eCommerce, brands, or creator-focused platforms. Deep understanding of how brands operate, track performance, and collaborate with creators. Confident communicator who excels on live calls and can explain product features clearly. Highly organized with exceptional follow-up skills and strong CRM discipline. Comfortable in a fast-moving startup environment with multiple priorities. Composed under pressure and skilled at building trust with founders and marketing leaders.