Customer Success Manager (saas) - Remote Eligible

Customer Success Manager

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 responsibilities include:

Customer 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