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Job Description & How to Apply Below
Platform has a full suite of apps connecting with underlying customer account with channels such as Google, Meta, Tik Tok, Linked In and platforms such as Shopify. SWL’s proprietary algorithms, the human intelligence layer and top layer of AI builds context, automates and optimizes marketing decisions across channels. Users receive instant, actionable insights, recommendations, actions and strategies. Team members at So What Labs work with cutting-edge AI powered platform that directly impact customers’ Performance Marketing outcomes.
About the Role So What Labs is looking for a hands-on Customer Success Manager to help our customers get the most value from our platform.
This is not a traditional customer support role. You’ll act as a trusted partner and problem solver for ecommerce businesses, helping customers understand their performance, resolve issues quickly, and make better use of their ecommerce and digital marketing data.
Our customers operate across platforms such as Shopify and Woo Commerce and invest in channels including Google Ads, Meta Ads, Amazon Ads and Tik Tok Ads . You don’t need to be the person running every campaign, but you should understand how these platforms work, how ecommerce businesses use them, and how to diagnose the problems customers encounter.
This role would suit someone from a digital marketing or performance agency, ecommerce consultancy, Mar Tech company, or customer success team who enjoys working directly with customers and solving problems.
What You’ll Do You’ll own the day-to-day success of a portfolio of So What Labs customers.
Your responsibilities will include:
Build strong relationships with customers and become their primary point of contact.
Onboard new customers and help them get set up successfully on the So What Labs platform.
Understand each customer’s ecommerce business, objectives, marketing channels and challenges.
Respond to customer questions and resolve issues quickly and effectively .
Investigate problems across ecommerce, analytics and advertising integrations and coordinate with our technical team where necessary.
Help customers understand what their data is telling them and translate insights into practical actions.
Guide customers on how to use So What Labs to improve their marketing and ecommerce performance.
Run regular customer check-ins and proactively identify opportunities to deliver more value.
Monitor customer engagement and identify customers who may need additional support.
Capture customer feedback, recurring issues and feature requests and communicate them clearly to the product and engineering teams.
Help develop customer success processes, documentation, FAQs and best practices as we scale.
Identify opportunities for customers to adopt additional So What Labs capabilities.
What We’re Looking For We’re looking for someone who combines customer relationship skills with practical ecommerce and digital marketing knowledge .
Ideally, you’ll have:
3–5 years of experience in customer success, account management, digital marketing, ecommerce, or a similar customer-facing role.
Experience working with ecommerce businesses, ideally using Shopify and/or Woo Commerce .
A solid understanding of performance marketing and platforms such as Google Ads and Meta Ads .
Familiarity with other channels such as Amazon Ads, Tik Tok Ads, SEO, email marketing or affiliate marketing would be valuable.
A good understanding of ecommerce and marketing metrics such as ROAS, CPA, CAC, conversion rate, AOV, revenue and customer acquisition.
Experience interpreting analytics and marketing performance data.
Strong problem-solving skills and the ability to investigate an issue rather than simply pass it to someone else.
Excellent written and verbal…
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