Customer Success Manager

Job Summary

Owning a portfolio of small-to-medium-sized merchants, the full-time remote Customer Success Manager will drive ongoing merchant success by managing post-launch experiences, facilitating product adoption, and enhancing customer satisfaction through proactive engagement and cross-functional collaboration.

Key responsibilities

• Manage a portfolio of merchants, ensuring successful adoption of products and driving retention and growth
• Conduct regular check-ins and performance reviews to monitor account health and identify churn risks
• Coordinate with internal teams to resolve issues and enhance the overall merchant experience

Required qualifications

• Bachelor's degree or equivalent work experience
• 3-5 years of experience in customer success, account management, or related customer-facing roles in a technology or SaaS environment
• Proven ability to manage accounts and drive outcomes with strong ownership
• Experience in identifying customer risk and managing escalations effectively
• Tech-savvy with a strong understanding of product functionality and troubleshooting