Customer Success Manager Remote Remote

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Bustem
· Full Time, New York, NY

Location

New York, NY

Employment Type

Full time

Department

Customer Success

Compensation

$100K - $130K

About Bustem Bustem helps e-commerce brands identify and take down copycats, counterfeiters, scammers, and unauthorized sellers stealing their revenue. We scan marketplaces, websites, ads, and domains to detect brand abuse and enforce against it.

Bustem is bootstrapped, profitable, and growing fast: we hit $1M ARR within 60 days of launch and have since scaled to $5M+ ARR with zero outside investors. We’ve enforced takedowns on 100,000+ infringing listings, reclaimed over $1M in lost revenue, and now protect over 120+ brands. Fast-growing startups to global enterprises rely on Bustem to protect their revenue and their brand.

About the Role This is a client-facing role with real ownership over a live book of retainer accounts - not a support seat that relays updates someone else writes. You’ll manage the full client relationship end to end while partnering closely with our enforcement team to understand how threats are actually found, escalated, and resolved, so you can speak to every case with real fluency.

Bustem’s retainer contracts run 12 months with a 3-month opt-out, which means the renewal decision gets made in a specific window, not on the anniversary date. The best CSMs here are proactive enough to win that window every time: they clear what’s stuck before it becomes a churn reason, they catch risk early, and they never let an account go quiet.

If you build trust fast, stay organized across a real caseload without needing to be chased, and want to actually understand the mechanics behind enforcement instead of just reporting on it, you’ll do well here.

• 5+ years of experience in customer success, account management, or a client-facing revenue-retention role, ideally in brand protection, e-commerce, or SaaS.
• A track record of being genuinely fast and reliable to reach — this role has zero tolerance for missed messages, slow replies, or going quiet on an account.
• Strong communicator who can translate technical or operational work into clear, client-ready updates.
• Highly organized with the ability to manage a real caseload of accounts at once without needing to be chased.
• Genuinely curious about the enforcement side of the business, not satisfied with a high-level summary.
• Comfortable owning revenue outcomes — renewal, expansion, and churn — as your metric, not just satisfaction.

• Own onboarding, renewals, and expansion across your book.
• Keep client setup, documentation, and account context accurate.
• Anticipate risks and priorities before they become blockers.

• Run proactive 30-, 60-, and 90-day account check-ins.
• Respond immediately to cancellation signals and renewal risk.
• Document interventions and outcomes to improve retention.

• Learn how threats, takedowns, and outcomes are managed.
• Turn enforcement work into clear, outcome-driven client updates.

• Track cases, approvals, and account health across your book.
• Escalate urgent issues and drive every case to resolution.

• Respond to client messages with same-day urgency.
• Use client feedback to improve communication and outcomes.

• Builds client trust quickly and keeps every account inside a tight response window
• Wins the day 60-90 renewal window before it becomes a churn risk, not after
• Asks good questions and digs into the "why" behind enforcement outcomes
• Catches at-risk signals early, logs what they tried, and follows through without being chased
• Stays calm under pressure and proactive without waiting for direction

• $100K - $130K Base Salary
• Daily lunch and dinner stipend, bi-weekly team events, and a direct close working relationship with the founder and CTO.
• Ground-floor technical ownership at a profitable, bootstrapped company.