About the role
THE ROLE
We're hiring another Customer Success Manager to own a book of business across our Pro package clients. You'll be the main point of contact for your accounts from onboarding through renewal, responsible for adoption, retention, and growth. This is a high-ownership role, so you'll touch everything from day-one onboarding to churn saves to surfacing product gaps back to the team.
WHAT YOU'LL DO
- Own onboarding for new subscribers, getting accounts to first value fast (creator search, outreach setup, Spark Codes, GMV tracking, campaigns) and running a structured onboarding sequence over the first 60 days
- Manage a portfolio of brand and agency accounts, running regular check-ins and walkthroughs to drive adoption and expansion
- Monitor account health and act on churn signals before they become cancellations, including win-back and retention outreach on at-risk accounts
- Run failed payment recovery and billing follow-up to protect MRR
- Pull and interpret usage and subscription data to prioritize where to spend your time, and report on your book's health
- Capture customer feedback and feature requests, turn them into clear product asks, and track them through to resolution
- Support Reacher Plus clients where managed service and software overlap
- Keep account context, notes, and next steps clean and current
- Join demo calls as the platform expert with the sales team whenever needed
YOU'LL BE SUCCESSFUL IF YOU
- Have 3+ years of experience in customer success, account management, or a client-facing role
- Have hands-on knowledge of TikTok Shop, including strategy, affiliate programs, and automation tools; agency background preferred
- Are a strong communicator who can build rapport quickly and maintain trust over time
- Are comfortable managing clients
- Are highly organized with a bias toward follow-through and accountability
- Thrive in fast-paced startup environments where speed and scrappiness are key