About the Role

As a Customer Success Manager, you’ll own and run accounts like a growth agency partner: embedding inside the customer’s team to design community strategy, analyze platform results, and drive incremental revenue through product usage. You’ll be accountable for retention, expansion, and adoption, and serve as the connective tissue between Product, Marketing, and Director-and-above-level stakeholders at the brand.

Key Responsibilities

Growth Strategy & Campaign Planning

• Co-develop monthly, quarterly, and annual TYB strategies aligned with brand marketing, growth, and customer retention goals.
• Lead planning sessions around launches, loyalty migrations, or seasonal marketing; help brands map TYB into their full-funnel channel strategy.
• Design multi-week platform plans that align to segment behavior and brand goals.
• Adjust loyalty architectures (levels, rewards, and coin economics) customized to each brand’s AOV, margin, and acquisition goals.

Data & Performance Insights

• Analyze platform usage, engagement behavior, and redemption data to surface actionable insights on community health weekly.
• Create QBRs and performance recaps that mirror media/agency reports — e.g., customer acquisition, LTV, frequency, conversion and redemption rates, UGC volume, etc.
• Partner with Product and Marketing to A/B test engagement, sales, and redemption tactics.
• Partner with brands to align the platform with their broader business objectives, ensuring it becomes an integral part of their ongoing marketing and community strategies.
• Act as the primary escalation point and coordinate cross-functional support to resolve issues.

Executive Relationship Management

• Own the day-to-day relationship with brand-side stakeholders (VP Marketing, Head of Growth, Loyalty Lead).
• Prepare and present exec-level performance reviews, roadmap previews, and strategic recaps.
• Serve as the internal voice of the customer, representing brand needs to Product, Design, and Leadership.
• Collaborate with Sales on expansion conversations, often leading the business case using data and product fluency.