Customer Success Manager
You'll be the main point of contact for a group of DTC ecommerce brands, the kind running on Shopify and other modern storefronts, where a slow site directly costs them conversions and revenue. accounts, onboarding them, checking in regularly, and making sure they can see the impact happening on their store.
You'll report to the Head of Product, which is deliberate. Your accounts are our best source of truth about what to build next, and we want the person closest to customers sitting close to the roadmap.
This isn't a ticket queue. You'll dig into your own accounts' performance data, including logs, build the report or the deck yourself, and present it. We run on Claude and expect you to do the same, a lot of what used to be a full day of work should take you an hour.
Responsibilities
- Run onboarding for new brands: kickoff calls, implementation handoff, training, and getting them to a visible win in the first few weeks.
- Own regular check-ins with a portfolio of DTC accounts. Be the person they trust and actually want to hear from.
- Watch the numbers. Pull site performance and usage data for your accounts, connect it to what the brand cares about, conversion rate, bounce, revenue, and flag accounts trending the wrong way before they become churn conversations.
- Investigate technical issues yourself. When something looks off, dig into server or CDN logs, and diagnose common issues (caching, DNS, SSL,
