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Customer Success Manager

Seeking a Customer Success Manager who combines customer-facing excellence with strong digital marketing expertise.

This role goes beyond traditional customer success. You will act as a strategic partner to customers, helping them maximize the value through AI-powered content, paid media optimization, conversion-focused marketing strategies, and product adoption.

You will work directly with marketing leaders, eCommerce teams, founders, and executives to drive measurable business outcomes while influencing the future direction of the product.

This is a highly visible role with significant growth opportunities into leadership, operations, product, or go-to-market functions.

What You'll Do

Own Strategic Customer Relationships

• Manage and grow relationships with the most important customers
• Serve as a trusted advisor to marketing, growth, and eCommerce teams
• Drive customer retention, expansion, and long-term success
• Identify opportunities for customers to improve performance

Lead AI Adoption & Innovation

• Guide customers in implementing and optimizing AI-powered tools
• Help customers leverage AI for content generation, creative production, personalization, and conversion optimization
• Stay on top of emerging AI trends and translate them into practical customer strategies
• Work closely with Product and Engineering teams to provide customer insights and influence roadmap decisions

Drive Digital Marketing Performance

• Advise customers on paid media strategies across Meta, Google, TikTok, and other performance marketing channels
• Analyze campaign performance and identify opportunities for growth
• Help customers improve acquisition, engagement, conversion, and retention metrics
• Provide strategic recommendations based on marketing data and business objectives

Content Strategy & Generation

• Help customers create high-performing content using AI-powered capabilities
• Develop content strategies that improve engagement and conversion rates
• Assist customers in building scalable content workflows and creative testing frameworks
• Identify best practices and share successful use cases across accounts

Lead Business Reviews & Strategic Planning

• Conduct Quarterly Business Reviews (QBRs)
• Present performance insights, recommendations, and growth opportunities
• Build executive-level relationships with customer stakeholders
• Develop strategic plans to help customers achieve their business goals

Cross-Functional Collaboration

• Partner closely with Product, Engineering, Sales, Marketing, and Leadership
• Advocate for customer needs internally
• Help define best practices, onboarding processes, and customer success playbooks
• Contribute to the evolution of AI commerce strategy

What We're Looking For (Required)

• Experience managing customer relationships in a B2B SaaS, eCommerce, digital marketing, or technology environment
• Strong understanding of digital marketing and performance marketing fundamentals
• Experience managing or advising on paid advertising campaigns for eCommerce brands
• Familiarity with platforms such as Meta Ads, Google Ads, TikTok Ads, Shopify, Klaviyo, or similar marketing technologies
• Passion for AI and strong understanding of how AI can drive business outcomes
• Excellent communication and presentation skills
• Strong analytical thinking and ability to translate data into actionable recommendations
• Highly organized with exceptional attention to detail
• Ability to thrive in a fast-paced startup environment with significant ownership

Ideal Experience

• Customer Success, Account Management, Growth Marketing, Digital Marketing, Performance Marketing, or eCommerce experience
• Experience working directly with eCommerce brands
• Experience creating or optimizing content and creative strategies
• Familiarity with AI-powered products, generative AI tools, and marketing automation platforms
• Startup or high-growth company experience
• Experience presenting to executives and senior stakeholders

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