Customer Success Manager

Privy is a company focused on helping ecommerce brands unlock growth through customer success. The Customer Success Manager will own a portfolio of merchants, guiding them through onboarding and adoption while delivering strategic recommendations to drive long-term success.

Responsibilities:

• Own a portfolio of customer accounts and become their trusted advisor
• Build strong relationships by understanding each customer's business, goals, and success metrics
• Guide merchants through onboarding, adoption, and long-term success with Privy
• Deliver strategic recommendations across email, SMS, and forms that help customers grow
• Review customer performance and proactively identify opportunities to improve engagement, conversions, and retention
• Use customer data and product usage insights to identify opportunities, measure success, and prioritize outreach
• Monitor customer health and identify risks before they become churn
• Investigate customer questions and partner with Support, Product, Engineering, and Sales to drive successful outcomes
• Support renewal conversations and identify expansion opportunities that align with customer goals
• Educate customers on product best practices and new feature releases
• Capture customer feedback and advocate for improvements that make Privy even better
• Contribute to documentation, playbooks, and internal processes that help our Customer Success organization scale

Requirements:

• 1-3 years of experience in Customer Success, Account Management, Technical Support, Implementation, Consulting, or another customer-facing role
• Excellent written and verbal communication skills
• Strong problem-solving skills with a curiosity to understand the 'why' behind customer challenges
• Comfortable learning technical products and explaining them in a simple, approachable way
• Organized and able to manage multiple priorities in a fast-paced environment
• Customer-first mindset with a passion for helping businesses succeed
• Self-motivated, collaborative, and eager to continuously learn and improve