Customer Success Manager
New
C
CruvaE-commerce
Remote (US or UK hours), US or UK hoursFull-Time
Salary70,000 - 100,000 USD per year
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Job Details
- Languages
- English
- Required Skills
- Account ManagementCRMCustomer SuccessSaaS
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.
- 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.
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