About this role
We are seeking a highly motivated Customer Success Manager to own and manage the full customer lifecycle—from onboarding through retention and expansion. This is a client-facing role requiring a strong understanding of eCommerce, DTC brands, and the creator marketing ecosystem.
The ideal candidate will act as a strategic partner to customers, ensuring they derive maximum value from the platform while driving long-term retention and growth. Experience in SaaS environments is preferred, particularly within high-growth or startup contexts.
Key ResponsibilitiesCustomer Onboarding & Activation Lead onboarding for new customers, ensuring a seamless and efficient setup Guide clients in implementing workflows related to UGC tracking, creator management, and affiliate performance Drive rapid time-to-value and strong product adoption from day one Account Management & Relationship Building Manage a portfolio of eCommerce and DTC clients Serve as the primary point of contact for all customer needs Build strong, long-term relationships with marketing, growth, and performance teams Product Adoption & Customer Success Drive consistent usage of key platform features Identify and address gaps in product adoption Educate clients on best practices to maximize platform value Retention & Expansion Proactively manage customer health to reduce churn Identify opportunities for account growth and expansion Support renewals and long-term customer success initiatives Performance & Strategic Guidance Provide insights into creator performance and content effectiveness Support customers in improving their UGC, influencer, and affiliate strategies Align platform usage with customer revenue and growth objectives Cross-Functional Collaboration Partner with product and sales teams to relay customer feedback Ensure smooth handoffs between sales and customer success Requirements
2–5+ years of experience in Customer Success, Account Management, or similar client-facing roles Experience within a SaaS environment (preferred, not required) Strong understanding of eCommerce, DTC brands, and digital marketing ecosystems Experience working with marketing, growth, or performance teams Excellent communication, stakeholder management, and relationship-building skills Strong analytical and problem-solving abilities
Preferred Qualifications Experience with influencer marketing, UGC, or affiliate platforms Familiarity with tools such as Shopify, Klaviyo, TikTok Shop, or Meta Ads Experience in fast-paced, high-growth startup environments
Tools & Technology CRM platforms (e.g., HubSpot, Salesforce) Analytics tools and internal dashboards Communication tools (Slack, Zoom) eCommerce and marketing platforms (Shopify, Klaviyo)
What Success Looks Like Customers are onboarded efficiently with fast time-to-value High adoption of key platform features across accounts Strong retention rates with reduced churn Growth in customer lifetime value through expansion Measurable improvements in customer performance and outcomes