We are looking for a Customer Success Manager who thinks about revenue first. You will own customer outcomes, ensuring clients not only stay but grow. This is not a support role; it is a growth role. You will drive adoption, expansion, and retention across our portfolio of D2C and e-commerce brands.
Key Metrics
Net Revenue Retention: Maintain >100% through cross-sells, upsells, and adoption.
Revenue Realization: Ensure billing hygiene and predictable cash flows.
Account Retention: Minimize churn through proactive engagement.
Product Adoption: Drive feature usage and deepen value delivery.
Key Responsibilities
Customer Onboarding and Account Growth
Lead smooth onboarding for new accounts and ensure early success.
Identify prospects for upsell or cross-sell based on customer usage and goals.
Collaborate with founders and sales to grow account revenue.
Relationship Management and Retention
Conduct monthly reviews with key accounts to surface wins and gaps.
Maintain a deep understanding of customer business goals and align product value accordingly.
Proactively identify churn risks and execute recovery plans.
Adoption and Enablement
Educate customers on current features and AI use cases to drive adoption.
Build advocacy by driving success stories, testimonials, and case studies.
Partner with marketing to co-create webinars, product showcases, and user stories.
Revenue Operations and Reporting
Track usage, retention, and billing metrics for each account.
Maintain accurate forecasting and ensure timely renewals and payments.
Provide structured feedback loops to product and growth teams.
Who You Are You have a revenue-first mindset and get energy from growth numbers. You have managed accounts in a SaaS workplace and understand client lifecycles. You love solving problems and spotting upsell opportunities before anyone else. You communicate clearly, think analytically, and act fast. You believe in ownership, not waiting for instructions.
Must-Have Skills
Robust communication (written and verbal).
Customer relationship management.
Analytical problem solving.
Project and stakeholder management.
Data-driven decision-making.
Culture and Perks
Once-a-year international offsite.
High-trust, action-biased environment.
Work directly with founders and leadership.
Ownership of experiments from idea to revenue.