Customer Success Manager

Cruva•Los Angeles, CA

52d•$70,000 - $100,000•Remote

About The Position

Customer success at Cruva is not a support function. It is a growth function. The brands in our platform are moving fast, they have high expectations, and they need a partner who understands the platform deeply and can help them get results quickly. You will own the relationship between Cruva and a portfolio of customers from the moment they sign through their entire lifecycle on the platform.

Requirements

Experience in customer success, account management, onboarding, or support within a SaaS environment.
Strong written and verbal English communication skills.
Comfortable leading customer calls and product training sessions.
Organized, detail-oriented, and responsive under a real volume of customer activity.
Familiarity with CRM and support tools.

Nice To Haves

Experience with TikTok Shop, ecommerce, or creator economy platforms is a strong plus.

Responsibilities

Lead onboarding for new customers: platform setup, training calls, and getting them to their first meaningful outcome as fast as possible.
Manage ongoing relationships across a portfolio of brands, serving as their primary point of contact at Cruva.
Own customer conversations across chat, email, and video. Be responsive, be clear, and follow through.
Troubleshoot platform issues and coordinate with the product and engineering teams when something needs escalating.
Identify patterns in customer questions and friction points, and bring that feedback into internal product and operations conversations.
Monitor customer health across your book of business and get ahead of retention risks before they surface.
Collaborate with sales on expansion opportunities when customers are ready to grow their usage.