Senior Customer Success Manager - Remote

Overview

Triple Whale is the source of truth for eCommerce brands. Our platform centralizes the entire analytics stack—from profit tracking and customer insights to marketing attribution and creative intelligence. We empower brands with the visibility they need to make smarter decisions, scale faster, and optimize every dollar spent.

In Short

• Lead the SMB segment on the Customer Success Growth team.
• Manage a scaled portfolio of accounts while mentoring a team of CSMs.
• Drive customer outcomes by building scalable playbooks and engagement strategies.
• Design and deploy AI-enabled workflows to enhance team efficiency.
• Collaborate cross-functionally with Sales, Product, and Marketing teams.
• Utilize data to inform strategies and improve customer engagement.
• Ensure high retention, adoption, and growth for SMB customers.
• Coach team members on effective customer success practices.
• Foster a customer-obsessed culture focused on delivering value.
• Thrive in a fast-paced, innovative environment.

Requirements

• 4–6+ years in Customer Success or Account Management.
• Experience as a team lead or manager.
• Skilled in scaled customer success operations.
• Hands-on experience with AI tools and workflow automation.
• Proficient in data analysis and using HubSpot or similar software.
• Strong organizational and project management skills.
• Ability to adapt in a rapidly changing environment.
• Track record of achieving retention and expansion targets.
• Excellent cross-functional communication skills.
• Deep empathy and focus on customer value.

Benefits

• Work with a world-class team of talented individuals.
• Competitive salary, benefits, and equity.
• Parental leave and family flexibility.
• Generous PTO for relaxation and personal time.
• Excellent medical, dental, and vision coverage.
• 3% matching on 401K plans.