Customer Success Manager (Growth) - Triple Whale

Triple Whale is the AI operating system built for modern commerce. We help you see what’s actually working in your business, what’s not, and what to do next. Then we take action for you — pausing the underperforming ad, generating the next batch of creative, flagging the inventory risk before it hurts your bottom line.

We pull every signal in your business into one place, and put it on the most trusted measurement foundation in the industry. And on top of that, we give you the only AI harness in commerce — Moby — letting you tap any LLM you want, grounded in the full context of your business. Moby doesn’t just surface insights, it executes decisions for you, with automations that make the rest of your stack smarter.

The result: more than 65,000 brands like Kitsch, OUAI, and True Classic turn mountains of complex data into actions that actually grow profit, at a speed and scale that is not humanly possible.

Why Triple Whale Needs You

This is not a passive relationship management role. It’s a hands-on, technically demanding position where you’ll be the first person a brand trusts with their data stack — and the last thing standing between them and churn.

As a CSM on the Growth team, you’ll guide a high-volume book of eCommerce brands through the full onboarding lifecycle — owning every technical configuration, every kickoff call, and every moment where the platform either clicks or doesn’t. Once a brand is live, you stay in their corner as a scaled, data-driven consultant across a shared inbox, live chat, and office hours model.

The people who thrive here move fast, think in systems, love solving technical puzzles for non-technical users, and genuinely care about whether a brand succeeds.

What You’ll Do

• Own an active book of onboardings end-to-end — from kickoff call through nurture — operating with speed, ownership, and clear communication at every step.
• Run structured kickoff calls that map each customer’s tech stack, stakeholders, and goals before diving into configuration.
• Guide customers through Triple Pixel installation: enabling Theme App Embed and Checkout Web Pixel in Shopify, validating with live URL tests, and advising on third-party/landing page installs via GTM.
• Configure and validate UTM and tracking parameters (tw_source, tw_campaign, tw_ad_id) with platform-specific dynamic tokens, ensuring Triple Whale attribution is capturing data accurately across all paid channels.
• Connect and troubleshoot core integrations — Meta, Google Ads, TikTok, Klaviyo, Google Sheets, Slack — preventing feature-blockers before they happen.
• Walk customers through the Summary and Attribution dashboards — validating clean data, configuring Custom Metrics (CM1/CM2, blended ROAS), and explaining attribution model selection (Triple Attribution, Last Click, First Click, Linear) based on their business use case.
• Manage your onboarding and success pipelines in HubSpot, tracking health and milestone progress from kickoff through renewal.
• Collaborate with Sales on unresponsive customers and with Support on technical escalations, keeping onboarding velocity high across your entire book.
• Manage a high-volume, scaled customer portfolio through shared inbox, live chat, and office hours — driving retention and satisfaction in a fast-paced, largely automated environment.
• Proactively identify churn risk early: monitor usage patterns, flag cost-based objections, and develop resolution strategies before the renewal conversation.
• Drive expansion by identifying upsell opportunities within the Growth segment and collaborating cross-functionally to move them forward.
• Contribute to the continued development of the Triple Whale customer experience — improving playbooks, surfacing common friction points, and helping the team get better every quarter.

What You’ll Bring

• Experience supporting customers in the eCommerce or marketing technology space — ideally within a SaaS environment.
• Demonstrated comfort with technical setup and configuration: you don’t need to be an engineer, but you need to be the kind of person who learns a new platform thoroughly and can confidently walk someone else through it.
• Familiarity with the eCommerce marketing stack — Meta Ads, Google Ads, TikTok, Klaviyo, Shopify, UTM tracking — is a strong advantage.
• Prior high-volume customer success, customer support, or SDR experience; you know how to manage a large book of accounts without letting things fall through the cracks.
• Superb written and verbal communication skills — you can translate complex technical concepts into clear, actionable guidance for operators who are experts in their business, not in analytics.
• Strong organizational skills and comfort managing multiple onboardings simultaneously in a fast-moving, process-driven environment.
• A natural sense of ownership: you’re the kind of person who tracks things down, follows up proactively, and doesn’t wait to be asked.
• Positive, high-energy, service-oriented mindset — customers feel your investment in their success.
• Comfort driving negotiation and renewal conversations to positive outcomes.
• Thrives in collaborative team environments and embraces change as the product and processes continue to evolve.