About the job
Position: Customer Success Manager
Location: Fully Remote (Global)
Employment Type: Full-Time
Contract Type: Independent Contractor
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ROLE OVERVIEW:
We are seeking a dedicated Customer Success Manager to manage a diverse portfolio of dynamic brands. Your role will be crucial in helping these brands thrive by driving engagement, maximizing revenue, and delivering measurable outcomes. You will serve as a key liaison between our platform and the brands we support, ensuring they realize tangible business results through ongoing support, strategic advice, and collaborative partnerships.
This role is ideal for someone who enjoys hands-on interaction with founders and marketing teams. Your responsibilities will include leading client calls, resolving issues, and identifying opportunities for growth. You will be the voice of the customer within our organization, providing valuable insights that inform product development and enhance our service offerings.
Key Responsibilities:
- Manage a portfolio of rapidly growing brands within the e-commerce and consumer sectors.
- Track and optimize revenue performance and engagement metrics across your accounts.
- Ensure client retention and expansion, maintaining active, healthy, and growing partnerships.
Performance Metrics:
- Revenue Under Management: Drive performance and growth for your assigned accounts.
- Net Revenue Retention (NRR): Focus on expansion and minimizing churn in your portfolio.
- Customer Health & Engagement: Deliver proactive management and measurable client success.
What You Will Do:
- Conduct regular strategy calls with founders, marketers, and brand teams to facilitate success and address challenges.
- Onboard new brands, showcase features, and guide them towards achieving both immediate wins and long-term value.
- Monitor client engagement and take proactive measures when performance begins to decline.
- Act as a strategic advisor, providing insights into optimization, partnerships, and campaign effectiveness.
- Collaborate with internal teams to troubleshoot issues, enhance communication, and provide rapid solutions.
- Gather customer feedback and convert it into actionable insights for the product and strategy teams.
- Maintain comprehensive CRM documentation to ensure visibility and accountability at all stages of the customer journey.
