Customer Success Manager

SideShift•New York, NY

5d•$100,000 - $150,000•Onsite

About The Position

SideShift is building the operating system for creator-led marketing, helping brands and agencies source, manage, track, contract, and pay creators at scale. Their platform powers UGC and influencer campaigns across TikTok, Instagram, and other social platforms, providing the infrastructure for end-to-end creator program management. The company is growing rapidly, supporting hundreds of active customers and experiencing significant month-over-month growth. Customer success is a critical function, and this role is envisioned as a key operator within the company, handling high-volume customer interactions, making sound judgments, solving problems independently, and growing into increased responsibilities. The company has achieved over 1 million creator sign-ups, pays out over $2 million weekly to creators, is growing 30% month-over-month, and has surpassed $8 million in Annual Recurring Revenue (ARR) with a team of 8. As a Customer Success hire at SideShift, you will be a primary point of contact for customers and creators. Your responsibilities will include assisting customers with onboarding, resolving issues, product understanding, dispute navigation, and maximizing their value from SideShift. You will collaborate closely with the founding, product, and operations teams to identify recurring challenges and enhance internal systems. The role requires comfort in managing numerous conversations simultaneously, operating at a fast pace, and making decisions in evolving situations where established playbooks may not yet exist.

Requirements

Extremely Detail-Oriented and Organized
Personable and Welcoming
Fast Learner
Strong Problem Solver
Resourceful and Self-Reliant
Strong Judgment
Comfortable Making Mistakes
Excited to Grow
Intelligence
Organization
Communication
Judgment
Ownership

Nice To Haves

Customer success
Customer support
Startup operations
Account management
Creator economy / influencer marketing
Agency operations
Community management
Hospitality or other high-touch service roles
High-volume customer-facing environments

Responsibilities

Manage high-volume customer and creator conversations across Intercom, Slack, email, and calls.
Help customers understand how to use SideShift and successfully run creator campaigns.
Triage support issues related to onboarding, payments, creator disputes, campaign setup, bugs, and platform workflows.
Make quick judgment calls in sensitive situations involving customer frustration, creator payouts, or disputes.
Investigate issues independently before escalating to engineering or leadership.
Identify patterns in customer problems and help improve internal documentation, workflows, and product feedback loops.
Run onboarding calls and customer check-ins when needed.
Communicate clearly and professionally with customers who may be stressed, confused, or frustrated.
Work cross-functionally with product, engineering, operations, and leadership.
Take ownership of problems until they are fully resolved.