Senior Customer Success Manager (CSM)

Checkmate is a multichannel offers network loved by 100M shoppers and hundreds of leading brands. They are seeking a Senior Customer Success Manager to own brand relationships from onboarding through renewal and expansion, ensuring brands achieve their revenue goals and develop long-term partnerships.

Responsibilities:

• Lead onboarding for new brands, from kickoff through go-live
• Configure each brand's offers, channels, and audiences for their goals
• Set success metrics and a clear first-30-days plan with every brand
• Get brands to first revenue quickly and cleanly
• Own a book of brands as their main point of contact
• Run regular check-ins, business reviews, and performance recaps
• Track account health, usage, and renewal timelines
• Get ahead of risk before it reaches a renewal
• Own renewals across your book
• Identify expansion opportunities and build the case with data
• Turn strong results into case studies and references
• Work with Rev Ops to translate performance into account actions
• Bring brand feedback to Product and Ops, and flag what matters
• Partner with Sales on clean handoffs and account planning
• Help standardize onboarding playbooks and account templates
• Improve CS workflows and reduce manual steps
• Contribute to repeatable processes as the team grows

Requirements:

• 4+ years in customer success, account management, or partnerships in martech, ecommerce, or SaaS
• A track record of retaining and growing a book of business
• Comfort with performance data and the ability to turn metrics into a clear narrative - this is a data heavy role
• Sharp communication, whether you're running a business review or writing a follow-up
• You build trust fast, and people want to keep working with you
• You're energized by ownership and comfortable being the single point of accountability for an account
• You read the data, find the story in it, and turn it into a recommendation a brand will act on
• You stay organized and move fast when you're juggling a lot at once
• You're genuinely curious about ecommerce and what makes brands grow
• Bonus: you already know the DTC stack (Klaviyo, Attentive, Shopify) or have worked with DTC brands