Managing a portfolio of merchants and serving as the primary owner of the post-launch customer experience
Driving ongoing engagement through check-ins, performance reviews, and proactive outreach
Monitoring account health, identifying churn risks early, and building action plans to address them
Coordinating with internal teams (Support, Product, Operations, Sales) to resolve issues and unblock merchant progress
Ensuring merchants are fully utilizing our suite of products, including Online Ordering, mobile apps, loyalty, and CRM tools
Managing escalations and high-risk situations with a solutions-oriented mindset
Tracking action items and ensuring consistent follow-through so nothing falls through the cracks
Gathering and synthesizing merchant feedback to inform product improvements and operational processes
Defining and building the foundation of the Customer Success function, including playbooks, processes, and account health frameworks

Bachelor’s degree or equivalent work experience
3–5 years of experience in customer success, account management, onboarding, or other customer-facing roles within a technology, SaaS, or marketplace environment
Proven ability to manage a portfolio of accounts and drive outcomes with strong ownership and accountability
Exceptional written and verbal communication skills, with the ability to handle challenging or high-emotion conversations
Experience identifying customer risk, managing escalations, and driving retention
Strong problem-solving skills with the ability to diagnose root causes and develop actionable solutions
Ability to manage multiple priorities and track follow-through with strong attention to detail
Experience working cross-functionally with internal teams to resolve issues and drive results
Bias for action and ability to operate effectively in ambiguous, fast-paced environments
Tech-savvy and comfortable understanding product functionality and troubleshooting issues at a high level

Customer Success Manager

Key skills