Customer Success Manager, Pro (US/UK)

Reacher is hiring a Customer Success Manager to manage Pro package client accounts from onboarding through renewal. The role focuses on adoption, retention, account growth, billing recovery, and communicating customer feedback and product needs to the team.

Responsibilities:

• Own onboarding for new subscribers, getting accounts to first value fast (creator search, outreach setup, Spark Codes, GMV tracking, campaigns) and running a structured onboarding sequence over the first 60 days
• Manage a portfolio of brand and agency accounts, running regular check-ins and walkthroughs to drive adoption and expansion
• Monitor account health and act on churn signals before they become cancellations, including win-back and retention outreach on at-risk accounts
• Run failed payment recovery and billing follow-up to protect MRR
• Pull and interpret usage and subscription data to prioritize where to spend your time, and report on your book's health
• Capture customer feedback and feature requests, turn them into clear product asks, and track them through to resolution
• Support Reacher Plus clients where managed service and software overlap
• Keep account context, notes, and next steps clean and current
• Join demo calls as the platform expert with the sales team whenever needed

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
• Are a strong communicator who can build rapport quickly and maintain trust over time
• Are comfortable managing clients
• Are highly organized with a bias toward follow-through and accountability
• Thrive in fast-paced startup environments where speed and scrappiness are key
• agency background preferred