Customer Success Manager
Sur Corporation
Customer Success Manager
As the Customer Success Manager, you will be the main point of contact for a portfolio of direct-to-consumer ecommerce brands, owning onboarding, regular check-ins, and account health for each one. You will dig into performance data, connect it to what your accounts care about most, and turn what you learn into clear input for the product roadmap. This is a hands-on, builder's role, not a ticket queue.
Responsibilities
- Run onboarding for new brands, including kickoff calls, implementation handoff, training, and getting them to a visible win within their first few weeks.
- Own regular check-ins with a portfolio of accounts and be the person they trust and want to hear from.
- Monitor site performance and usage data for your accounts, connecting it to what the brand cares about most — conversion rate, bounce rate, and revenue.
- Flag accounts trending in the wrong direction before they become churn conversations.
- Build and present account reviews, performance reports, and dashboards, and walk customers through them live, including handling hard questions.
- Take a first pass at bot-related issues using available data, and escalate caching or other technical website issues to the engineering team with a clear description of the problem.
- Keep the CRM current — deal stages, notes, next steps, and account health — without anyone needing to chase you for updates.
- Turn patterns you notice across accounts into clear, prioritized input for the product team.
- Write clearly and often: follow-up emails, status updates, internal notes, and chat threads.
- Occasionally support the sales team by covering discovery calls.
Vacancy posted 2 days ago
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