Customer Success Manager, Pro (US/UK)
reacherMadison (WI)
Customer Success Manager, Pro (US/UK)
Posted today
reacherMadison (WI)
SENIORITY
Mid
About the role
The 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 MRRPull 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 YouHave 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
Before you apply
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Your profile is current
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A number in mind
What you're on now and what would make you move. We negotiate better when we know both.
Your notice period
Employers plan around it, and it's the question that stalls offers most often.
Once you apply, someone reads it and calls you before anything reaches the employer — usually within two working days.