Customer Success Manager (Contract)

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.

Requirements

• 2+ years in a customer-facing role — customer success, account management, onboarding, or support — at a software company.
• Excellent written and spoken English; you will be on video calls with brand founders and marketing leads and writing to them daily.
• Comfort with data: strong in spreadsheets, able to read a dashboard critically, and able to answer ‘is this account healthy?’ with numbers instead of a feeling.
• Basic SQL is a plus; willingness to learn it quickly is required.
• You already use Claude or a similar AI tool every day to draft, analyze, prototype, and automate — and you know when to double-check its output rather than take it at face value.
• Bias toward building: when something is missing, your instinct is to make it rather than file a request and wait.
• Self-directed and comfortable working async and remote without needing someone to ask you for a status update.
• Comfortable working fixed US Eastern business hours and staying reachable into the evening when a customer needs you.

Preferred

• Experience with DTC or ecommerce brands, or having worked at one.
• Familiarity with Shopify and a general sense of how a storefront is put together.
• Experience with a CRM (e.g., HubSpot), Slack, and Notion as daily tools.
• Technical fluency — APIs, web basics, analytics tooling, page speed metrics.
• You've built and shipped something yourself, even a small internal tool or automation.