Strategic 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." The Ideal Profile • Data-Literate: You are comfortable looking at transaction data and spotting a trend before the customer does. • Commercial Mindset: You aren't afraid to talk about money. You understand usage-based pricing and know how to pitch a higher-tier plan based on value. • Relationship Builder: You can navigate conversations with a startup Founder one hour and an Enterprise Procurement head the next. • Product Savvy: You understand how APIs and No-code tools work. You don't need an engineer to explain a "webhook" to a client.