Customer Success Manager

About the Role:We're looking for an exceptional Customer Success Manager to join our team at Reacher and help our customers dominate TikTok Shop. This role is critical to reducing churn, building customer relationships and ensuring customers achieve success on TikTok Shop using our platform.What you'll do:Customer Relationship Management: Build and maintain strong relationships with customers, showing care and professionalism by conducting regular check-ins and success callsStrategic Guidance: Host 1:1 sessions and group workshops on TikTok Shop strategy and Reacher optimizationContent Creation: Develop comprehensive how-to guides, documentation, and training materials for Reacher features and to reduce customer time to valueChurn Prevention: Set up automated systems to calculate churn risk scores and proactively engage at-risk customersCustomer Support: Provide exceptional support to ensure customer satisfaction and platform adoptionSuccess Enablement: Ensure customers are maximizing Reacher's capabilities to grow their TikTok Shop businessesRequired Experience:Strong e-commerce background (3+ years preferred)TikTok Shop experience highly preferredProven track record in customer success or account managementExperience with SaaS platforms and customer onboardingExcellent communication and presentation skillsPreferred Qualifications:Experience with creator/affiliate marketing platformsBackground in social commerce or influencer marketingData analysis and automation setup experienceWorkshop facilitation and training experienceWhy Join Reacher?Work directly with the hottest e-commerce platform (TikTok Shop)High-impact role with direct influence on company growthCompetitive compensation with significant upside potentialFast-paced startup environment with learning opportunitiesDirect access to founders and leadership teamCompensation Range: $70K - $110K