Senior Customer Success Manager (CSM)
Remote · United States
Job Summary
Senior Customer Success Manager to own a book of brand relationships from onboarding through renewal and expansion. You’ll lead onboarding for new brands, configure offers, channels, and audiences, set success metrics and a first-30-days plan, and drive first revenue. Own account management, regular check-ins, performance recaps, renewal timing, and renewal risk prevention. Identify expansion opportunities, build case studies, and collaborate with Rev Ops, Product, Ops, and Sales for scale. Build repeatable onboarding playbooks, standardize CS workflows, and contribute to scalable processes as the team grows. You’ll be the single point of accountability for a portfolio of brand partners, focused on driving incremental revenue and long-term partnerships. Strong emphasis on data-driven storytelling, cross-functional collaboration, and a passion for ecommerce and DTC brands. Remote-first culture with hubs in LA and NYC; preference for candidates in or near major cities.
Required Qualifications
- 3+ years in customer success, account management, or partnerships, ideally in martech, ecommerce, or SaaS
- Track record of retaining and growing a book of business
- Comfort with performance data and the ability to turn metrics into a clear narrative
- Sharp communication, whether running a business review or writing a follow-up
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