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 Tik Tok Shop. This role is critical to reducing churn, building customer relationships and ensuring customers achieve success on Tik Tok 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 calls

• Strategic Guidance:
Host 1:1 sessions and group workshops on Tik Tok Shop strategy and Reacher optimization

• Content Creation:
Develop comprehensive how-to guides, documentation, and training materials for Reacher features and to reduce customer time to value

• Churn Prevention:
Set up automated systems to calculate churn risk scores and proactively engage at-risk customers

• Customer Support:
Provide exceptional support to ensure customer satisfaction and platform adoption

• Success Enablement:
Ensure customers are maximizing Reacher's capabilities to grow their Tik Tok Shop businesses

Required Experience:

• Strong e-commerce background (3+ years preferred)

• Tik Tok Shop experience highly preferred

• Proven track record in customer success or account management

• Experience with SaaS platforms and customer onboarding

• Excellent communication and presentation skills

Preferred Qualifications:

• Experience with creator/affiliate marketing platforms

• Background in social commerce or influencer marketing

Data analysis and automation setup experience

• Workshop facilitation and training experience

Why Join Reacher?

• Work directly with the hottest e-commerce platform (Tik Tok Shop)

• High-impact role with direct influence on company growth

• Competitive compensation with significant upside potential

• Fast-paced startup environment with learning opportunities

• Direct access to founders and leadership team

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