Key skills
Customer SuccessCustomer ExperienceStrategic PlanningData-driven Decision MakingEcommerceShopifyKlaviyoMeta PlatformsLearning Management SystemsCommunity ManagementProject ManagementAISaaSCommunicationCollaboration
About this role
BitBranding is a fast-growing clothing brand marketing agency seeking a Customer Success Manager to ensure clients achieve their goals. The role involves owning member onboarding, retention, and engagement while developing strategic plans aligned with business objectives.
Responsibilities:
- Member Success: Own onboarding, retention, and engagement for a portfolio of 100+ OSO members, from kickoff through renewal
- Strategic Planning: Develop strategic plans and goals aligned with business objectives, keeping member outcomes and BitBranding's growth moving in step
- Member Support: Serve as the primary point of contact for members, proactively flagging issues, answering questions, and resolving problems quickly
- Performance Tracking: Track onboarding, retention, and engagement metrics, and report on what's working and what isn't
- Client Touchpoints: Run kickoff calls and member check-ins, and assemble recaps and action plans
- Revenue Growth: Identify opportunities for upselling and cross-selling BitBranding's suite of products and services
- Innovation: Use AI tools thoughtfully to work efficiently and keep the member experience personal
- Voice of the Customer: Act as the voice of the customer in team discussions, improvement opportunities, and planning
- Collaboration: Partner closely with our Marketing and Product teams to surface recurring member pain points and turn them into course, content, and offer improvements
Requirements:
- 2+ years in customer success, customer experience, or a closely related role
- Comfort using data-driven insights for strategic decision-making
- A solid understanding of ecommerce
- Familiarity with Shopify, Klaviyo, and Meta platforms
- Creative problem-solver who adapts quickly in a fast-paced, small-team environment
- Curious, eager to learn, and comfortable navigating the occasional challenging conversations
- Excellent communication skills over phone, video, and email
- Organizational and project management skills to manage a large member portfolio
- Experience in retail, agency, or SaaS technology, especially with clothing or apparel brands
- Experience with LMS platforms or community management