Customer Success Manager, Growth

Triple Whale is the complete intelligence platform that helps ecommerce brands confidently understand what's working in their business, what's not, and what they should do next.

We pull all your data into one place, give you the measurement tools to actually trust it, then use the smartest AI in the industry to translate it into insights and recommendations. From there, you get tools to put those insights to work — from AI agents that generate creative and take action on your behalf, to automations that make the rest of your tech stack smarter and more effective.

More than 60,000 brands like Pressed Juicery, Ouai and True Classic trust Triple Whale to grow faster with fewer resources — uncovering opportunities and acting on them at a scale that would be impossible manually.

As a Customer Success Manager at Triple Whale, you will focus on and support our ecommerce stores and/or our agency clients who maintain the relationship with the stores directly.  You will be joining a growing global team of superstar CSMs who love to help and guide our clients to success.

This CSM role is fast-paced and high-volume, focused on efficiently supporting a large customer base through scalable channels rather than one-on-one relationships. You’ll act as a trusted, data-driven consultant — providing guidance on marketing strategy, best practices, and product features through shared inbox communication, live chat, and office hours.  We are prioritizing candidates based on the West Coast of the US or those who can comfortably work during Pacific Standard Time (PST) hours.

What You'll Do: 

• Manage a high-volume, low-touch customer portfolio through shared inbox, live chat, and office hours — driving retention and satisfaction in a fast-paced, automated environment.
• Drive retention and expansion by proactively identifying churn risks, managing cost-based objections, and collaborating cross-functionally to support upsell opportunities within the Growth segment.
• Identify opportunities to expand the clients suite of Triple Whale products to satisfy their goals.
• Develop and maintain a deep understanding of our products and the broader marketing landscape - staying up to date on industry trends and best practices
• Analyze customer usage to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies
• Contribute to the continued development and improvement of the Triple Whale Customer experience

• Previous experience supporting or servicing customers in the eCommerce marketing space is highly preferred, ideally within a SaaS environment
• Prior SDR experience and high volume Customer Success or Customer Support experience highly preferred 
• Ability to thrive in a dynamic, fast paced startup environment
• Superb written and verbal communication skills
• Quick learner
• Flexible, embraces change and new responsibilities
• Excellent computer skills and tech savvy
• Service-oriented, passionate about providing top notch service to our clients
• Detail-oriented, capable of handling multiple responsibilities at once
• Positive attitude, empathy, and high energy
• Thrives in a collaborative team environment
• Comfortable driving negotiation conversations to positive outcomes

• We Are Customer Obsessed: From our mission to every detailed project, everything we do is designed to create a positive impact for our customers.
• We Move (Very!) Quickly: The speed at which we work, iterate, and deliver value is our most competitive advantage. 
• We Are Trustworthy: Candor, directness, and honest communication helps us learn, grow and improve so we can win together. 
• We Are Curious: We extend beyond our comfort zone and ask questions that guide us towards new, creative, and bold paths.
• We Act Like A Mensch: We act with honor, integrity and empathy, and have deep respect for our customers and each other.

Triple Whale is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

If you’re looking for more than just a job and want to be part of a movement reshaping the future of Ecommerce, Triple Whale is the place for you. We’re on the lookout for driven, curious, and creative individuals ready to thrive in a fast-paced environment.

The base compensation range for this role is $75,000 - $95,000. The final offer will take into account a range of factors including level of experience, geographic location, and skill alignment with the responsibilities of the role and the current needs of the team and company.  Our goal is to ensure fair and competitive compensation that reflects both market benchmarks and individual qualifications.

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