Customer Success Manager, Pro (US/UK)

Reacher • Remote, Remote

1d

About The Position

The Customer Success Manager will own a portfolio of Pro package brand and agency clients, serving as their main point of contact from onboarding through renewal. The role is responsible for customer adoption, retention, and growth, and spans onboarding, churn prevention, billing follow-up, product feedback, and collaboration with Sales and other teams.

The position includes onboarding new subscribers through a structured 60-day sequence to help them reach first value, supporting clients where managed services and software overlap, and keeping account records and next steps current. The Customer Success Manager will also use account usage and subscription data to assess portfolio health and prioritize customer engagement.

Requirements

• At least 3 years of experience in customer success, account management, or another client-facing role.
• Hands-on knowledge of TikTok Shop, including strategy, affiliate programs, and automation tools.
• Strong communication skills and the ability to build rapport quickly and maintain trust over time.
• Comfort managing clients.
• Strong organization, follow-through, and accountability.
• Ability to thrive in a fast-paced startup environment where speed and scrappiness are important.

Nice To Haves

• Agency background.

Responsibilities

• Own onboarding for new subscribers and help accounts reach first value across creator search, outreach setup, Spark Codes, GMV tracking, and campaigns.
• Run a structured onboarding sequence during customers’ first 60 days.
• Manage a portfolio of brand and agency accounts through regular check-ins and walkthroughs to drive adoption and expansion.
• Monitor account health and respond to churn signals, including win-back and retention outreach to at-risk accounts.
• Manage failed payment recovery and billing follow-up to protect MRR.
• Interpret usage and subscription data to prioritize work and report on portfolio health.
• Capture customer feedback and feature requests, translate them into clear product asks, and track them through resolution.
• Support Reacher Plus clients where managed services and software overlap.
• Keep account context, notes, and next steps accurate and current.
• Join sales demo calls as the platform expert when needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed