Customer Success Manager, Pro
New
R
ReacherSocial commerce
Customer Success Manager, Pro (US/UK); Location: Remote; Workplace: RemoteFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 3+ years of experience in customer success, account management, or a client-facing role
- Required Skills
- Customer SuccessAccount Management
Requirements
- Have 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.
- Communicate effectively, build rapport quickly, and maintain trust over time.
- Be organized and follow through with accountability.
- Be comfortable managing clients.
- Be able to work in a fast-paced startup environment.
Responsibilities
- Own onboarding for new subscribers and guide accounts through a structured first-60-day sequence.
- Manage a portfolio of brand and agency accounts through regular check-ins and walkthroughs.
- Drive client adoption and expansion across the Pro package.
- Monitor account health and respond to churn signals with retention and win-back outreach.
- Recover failed payments and follow up on billing to protect MRR.
- Analyze usage and subscription data to prioritize work and report on account health.
- Capture customer feedback and feature requests, translate them into product asks, and track them through resolution.
- Support Reacher Plus clients where managed services and software overlap.
- Maintain current account context, notes, and next steps.
- Join sales demo calls as the platform expert when needed.
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