Customer Success Manager
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Job Description
Customer Success Manager supporting DTC ecommerce brands through onboarding, performance analytics, and account health. Translating customer insights into product improvements while partnering with sales and engineering.
Responsibilities:
- Serve as the main point of contact for a portfolio of direct-to-consumer ecommerce brands
- Run onboarding, including kickoff calls, implementation handoff, training, and achieving an early visible win
- Own regular account check-ins and maintain trusted customer relationships
- Monitor site performance and usage data, connecting it to conversion rate, bounce rate, and revenue
- Identify accounts trending toward churn
- Build and present account reviews, performance reports, and dashboards
- Handle customer questions during live reviews
- Investigate bot-related issues using available data and escalate caching or other technical website issues to engineering
- Maintain CRM deal stages, notes, next steps, and account health
- Convert cross-account patterns into prioritized product-team input
- Write follow-up emails, status updates, internal notes, and chat threads
- Occasionally support sales by covering discovery calls
Requirements:
- 2+ years in a customer-facing role at a software company, such as customer success, account management, onboarding, or support
- Excellent written and spoken English
- Strong spreadsheet skills and ability to critically read dashboards and assess account health using numbers
- Basic SQL is a plus; willingness to learn it quickly is required
- Daily use of Claude or a similar AI tool for drafting, analysis, prototyping, and automation, with ability to verify its output
- Bias toward building and creating missing tools or processes
- Self-directed and comfortable working asynchronously and remotely
- Comfortable working fixed US Eastern business hours and staying reachable into the evening
- Experience with DTC or ecommerce brands is preferred
- Familiarity with Shopify is preferred
- Experience with HubSpot or another CRM, Slack, and Notion is preferred
- Technical fluency with APIs, web basics, analytics tooling, and page speed metrics is preferred
- Experience building and shipping an internal tool or automation is preferred
- English-language CV required
Benefits:
- Full-time independent contractor, paid monthly in USD
- 15 days PTO (may transition to unlimited in future)
- Fully remote role
- Fixed schedule of 8:00 AM–6:00 PM Eastern Time, Monday–Friday
- Responsive to customer messages as late as 8:00 PM ET
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