Customer Success Manager (US Market)

We are a fast-growing SaaS startup backed by Accel & Riverside Ventures, working with innovative global DTC brands to deliver exceptional mobile shopping experiences.

As a Customer Success Manager, you will oversee the end-to-end customer lifecycle, from onboarding to adoption, support, and renewal. You will ensure customers get the best experience by driving operational excellence, resolving issues swiftly, and ensuring the platform helps brands deliver exceptional mobile shopping experiences. This is a high-ownership role where your work will directly shape customer success and retention.

• Serve as the primary point of contact for assigned customers, building strong, long-term relationships.
• Lead onboarding and ensure a smooth transition from sales to implementation.
• Drive product adoption, usage, and measurable value for customers across different markets.
• Understand customer goals and proactively recommend solutions.
• Manage queries, troubleshoot issues, and collaborate with product/tech teams for quick resolutions.
• Monitor account health, identify risks, and work on retention strategies to ensure high customer satisfaction.
• Identify upsell and cross-sell opportunities in collaboration with the sales team.
• Collect and relay customer feedback to influence product roadmap and improvements.
• Track and report key metrics like NRR (Net Revenue Retention), churn, adoption rates, and customer satisfaction.

• 3+ years of experience in Customer Success, Account Management, or a client-facing role in SaaS / e-commerce tech.
• Experience working with North American / US customers is preferred.
• Strong communication, problem-solving, and relationship-building skills.
• Ability to understand customer business models and align solutions.
• Proactive, detail-oriented, and comfortable managing multiple accounts simultaneously.
• Experience working with DTC brands or in the e-commerce ecosystem is a plus.
• Bachelor's degree in Business, Marketing, or a related field.

• Be part of a fast-growing SaaS startup backed by Accel & Riverside Ventures.
• Work directly with some of the most innovative global DTC brands.
• High ownership role with direct impact on customer success and retention.
• Opportunity to grow fast, take on responsibilities, and see impact in real time.

• Stage 1: Apply and submit the application form
• Stage 2: Attempt AI interview (15 min)