TikTok Shop Customer Success Manager

Zainith Agency is one of the fastest-growing TikTok Shop management agencies in the US, helping brands grow their revenue on the platform. They are seeking a Customer Success Manager to manage client relationships, ensuring clients feel heard and supported while driving retention and satisfaction.

Responsibilities:

• Own the relationship health of every client in your portfolio
• Run regular check-in calls with client stakeholders and be their first point of contact for anything on their mind
• Onboard new clients and manage expectations through the critical first 90 days, when TikTok Shop accounts are still ramping
• Act as the bridge between clients and account managers: translate client feedback into clear action items, then follow up until they are closed
• Spot churn risk early (sentiment shifts, slow responses, missed expectations) and get ahead of it before it becomes a cancellation conversation
• Lead renewal conversations and identify expansion opportunities within existing accounts
• Track and report on retention, client health scores, and LTV for your portfolio
• Make sure every client interaction, from Slack messages to monthly reviews, reflects the quality of the work behind it

Requirements:

• Prior CSM experience at an agency (marketing, ecommerce, creative, or similar client-services environment) is required
• Exceptional at building rapport: warm, credible, and comfortable on back-to-back calls all day
• A clear communicator who can deliver good news, bad news, and 'here is our plan' with equal confidence
• Organized and relentless on follow-through: nothing a client asks for falls through the cracks on your watch
• Calm under pressure: you can de-escalate a frustrated client and turn the conversation toward solutions
• Familiar with ecommerce; TikTok Shop knowledge is a plus but we will train the platform specifics
• Experience with retention or renewal ownership and a track record you can point to
• TikTok Shop, Amazon, or DTC ecommerce familiarity
• Experience working with 8-figure or enterprise brands
• Experience with client health scoring or CS tooling