Customer Success Manager (Mid-Market / Enterprise)

Terrific is building the next generation of social commerce through live shopping powered by real-time data and AI. The Customer Success Manager will own and scale the post-sale customer lifecycle for mid-market and enterprise customers, driving onboarding, adoption, retention, expansion, feedback, and scalable customer success processes.

Responsibilities:

• Own a portfolio of mid-market and enterprise customers
• Lead onboarding and ensure fast time-to-value
• Drive product adoption and ongoing engagement
• Build strong relationships with key stakeholders
• Ensure customers successfully launch and use Terrific
• Identify friction points in onboarding and usage
• Proactively guide customers toward best practices
• Turn product usage into measurable outcomes
• Monitor account health and identify risks early
• Drive renewals and reduce churn
• Identify and execute expansion opportunities
• Partner with Sales on upsells and account growth
• Act as the voice of the customer internally
• Provide structured feedback to Product and Engineering
• Identify patterns across accounts and surface insights
• Help improve onboarding and product experience
• Help build CS playbooks, processes, and lifecycle journeys
• Define what “good” looks like across onboarding and engagement
• Contribute to dashboards, health scoring, and reporting
• Create repeatable processes that scale

Requirements:

• 2+ years in Customer Success, Account Management, or similar roles
• Experience working with SaaS products and customer lifecycles
• Strong ability to manage relationships and drive outcomes
• Experience onboarding and supporting mid-market or enterprise customers
• High ownership and proactive mindset
• Deep experience in at least one of Terrific's three commercial pillars — eCommerce, Marketing, or Media — and enough fluency across the other two to contribute credibly from day 1
• all roles require fluency in written and spoken English
• Experience in eCommerce, media, or digital platforms
• Experience working in fast-paced or early-stage environments
• Familiarity with tools like HubSpot, Gainsight, Intercom, or similar
• Experience working closely with product teams