Customer Success Manager

About the job

Core Responsibilities: • Account Retention & Health • Churn Prevention: Proactively monitor account health using GMV data. If a partner’s reward volume drops, you are the first to diagnose why and fix it. • Technical Advocacy: Act as the bridge between the partner and our product team. When a major partner has a "Feature Request," you build the business case for it. • Renewals: Own the renewal process for subscription-based accounts, ensuring zero revenue leakage. • Strategic Growth & Upselling • Usage Expansion: Identify opportunities to launch new reward use cases for existing partners. (e.g., If they use us for "Referrals," show them how to use us for "Churn Reactivation"). • Product Upselling: Transition SMBs from the "Moments" portal to deeper API / SDK integrations as their technical needs evolve. • Volume Growth: Consult with partners to optimize their "Reward Recipes" to increase user participation, directly driving GMV. • Consultative "Reward Science" • ROI Reporting: Regularly present data to partners showing exactly how many users they retained or converted because of the rewards layer. • Best Practices: Create "Success Blueprints" for different industries. You should be able to tell a Wellness app exactly what reward value works best for a "7-day streak."

Requirements

• Account Management
• Churn Prevention
• Technical Advocacy
• Upselling

Preferred Technologies

• Account Management
• Churn Prevention
• Technical Advocacy
• Upselling