Manage a high-volume, low-touch customer portfolio through shared inbox, live chat, and office hours — driving retention and satisfaction in a fast-paced, automated environment.
Drive retention and expansion by proactively identifying churn risks, managing cost-based objections, and collaborating cross-functionally to support upsell opportunities within the Growth segment.
Identify opportunities to expand the clients suite of Triple Whale products to satisfy their goals.
Develop and maintain a deep understanding of our products and the broader marketing landscape
staying up to date on industry trends and best practices
Analyze customer usage to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies
Contribute to the continued development and improvement of the Triple Whale Customer experience

Previous experience supporting or servicing customers in the eCommerce marketing space is highly preferred, ideally within a SaaS environment
Prior SDR experience and high volume Customer Success or Customer Support experience highly preferred
Ability to thrive in a dynamic, fast paced startup environment
Superb written and verbal communication skills
Quick learner
Flexible, embraces change and new responsibilities
Excellent computer skills and tech savvy
Service-oriented, passionate about providing top notch service to our clients
Detail-oriented, capable of handling multiple responsibilities at once
Positive attitude, empathy, and high energy
Thrives in a collaborative team environment
Comfortable driving negotiation conversations to positive outcomes.

Customer Success Manager, Growth

Key skills