Role description
ReacherThe Role
We're hiring another Customer Success Manager to own a book of business across our Pro package clients. You'll be the main point of contact for your accounts from onboarding through renewal, responsible for adoption, retention, and growth. This is a high-ownership role, so you'll touch everything from day-one onboarding to churn saves to surfacing product gaps back to the team.
What You'll Do
Own onboarding for new subscribers, getting accounts to first value fast (creator search, outreach setup, Spark Codes, GMV tracking, campaigns) and running a structured onboarding sequence over the first 60 days
Manage a portfolio of brand and agency accounts, running regular check-ins and walkthroughs to drive adoption and expansion
Monitor account health and act on churn signals before they become cancellations, including win-back and retention outreach on at-risk accounts
Run failed payment recovery and billing follow-up to protect MRR
Pull and interpret usage and subscription data to prioritize where to spend your time, and report on your book's health
Capture customer feedback and feature requests, turn them into clear product asks, and track them through to resolution
Support Reacher Plus clients where managed service and software overlap
Keep account context, notes, and next steps clean and current
Join demo calls as the platform expert with the sales team whenever needed
You'll Be Successful If You
Have 3+ years of experience in customer success, account management, or a client-facing role
Have hands-on knowledge of TikTok Shop, including strategy, affiliate programs, and automation tools; agency background preferred
Are a strong communicator who can build rapport quickly and maintain trust over time
Are comfortable managing clients
Are highly organized with a bias toward follow-through and accountability
Thrive in fast-paced startup environments where speed and scrappiness are key