Customer Success Manager II
Serve as primary point of contact for assigned SaaS customers, driving retention, expansion, and renewals while building success plans and gathering product feedback.
Customer Success Manager
Customer Success Manager drives customer retention and growth on TikTok Shop using Reacher platform by building relationships, providing strategic guidance, creating training materials, preventing churn via automation, and ensuring platform adoption. Requires 3+ years e-commerce experience, preferably TikTok Shop and SaaS.
70k – 110kUnited StatesCustomer SuccessRemote3+ YOE
About the role
Responsibilities
- Build and maintain strong customer relationships through regular check-ins and success calls.
- Host 1:1 sessions and group workshops on TikTok Shop strategy and Reacher optimization.
- Develop how-to guides, documentation, and training materials for Reacher features.
- Set up automated systems to calculate churn risk scores and proactively engage at-risk customers.
- Provide exceptional customer support to ensure satisfaction and platform adoption.
- Ensure customers maximize Reacher's capabilities to grow their TikTok Shop businesses.
Requirements
- Strong e-commerce background (3+ years preferred).
- TikTok Shop experience highly preferred.
- Proven track record in customer success or account management.
- Experience with SaaS platforms and customer onboarding.
- Excellent communication and presentation skills.
Preferred Qualifications
- Experience with creator/affiliate marketing platforms.
- Background in social commerce or influencer marketing.
- Data analysis and automation setup experience.
- Workshop facilitation and training experience.
Skills
Tiktok ShopSaaSCustomer OnboardingChurn PreventionData AnalysisAutomationCustomer Relationship ManagementWorkshopsTraining MaterialsE-Commerce
Similar roles
Customer Success jobsMedicare Advisor
Medicare Advisor helps low-income users compare and enroll in Medicare/Medicaid plans like D-SNPs via app chat and phone, using AI tools for research and communication. Collaborates with EPD teams to improve app features; requires health insurance licensing.
Customer Sentiment Specialist | Housing
Proactively calls client on-site teams to gather sentiment, build relationships, provide product support, troubleshoot issues, and escalate when needed. Serves as a trusted partner between Customer Success and Product Solutions, spotting trends from conversations.
Customer Success Manager
Strategic Customer Success Manager serving as primary contact for MongoDB users, driving account growth, resolving issues, and collaborating cross-functionally. Requires 5+ years customer-centric experience, technical aptitude, and high autonomy.