Customer Success Manager

Job Summary

Focusing on supporting ecommerce stores and agency clients, the full-time remote Customer Success Manager will manage a high-volume customer portfolio, drive retention and expansion, and provide data-driven guidance on marketing strategies and product features.

Key responsibilities

• Manage a high-volume, low-touch customer portfolio through shared inbox, live chat, and office hours to enhance retention and satisfaction
• Proactively identify churn risks and collaborate cross-functionally to support upsell opportunities within the Growth segment
• Analyze customer usage to forecast renewals and manage risk through proactive communication and resolution strategies

Required qualifications

• Previous experience in customer support or servicing within the eCommerce marketing space, preferably in a SaaS environment
• Prior experience in high-volume Customer Success or Customer Support roles
• Ability to thrive in a dynamic, fast-paced startup environment
• Excellent computer skills and tech-savviness
• Service-oriented mindset with a passion for providing exceptional client service