Customer Success Manager
TLDR
Engage with customers to ensure success on TikTok Shop by optimizing their use of Reacher and reducing churn through strategic guidance and exceptional support.
About the Role:
We're looking for an exceptional Customer Success Manager to join our team at Reacher and help our customers dominate TikTok Shop. This role is critical to reducing churn, building customer relationships and ensuring customers achieve success on TikTok Shop using our platform.
What you'll do:
Customer Relationship Management: Build and maintain strong relationships with customers, showing care and professionalism by conducting regular check-ins and success calls
Strategic Guidance: Host 1:1 sessions and group workshops on TikTok Shop strategy and Reacher optimization
Content Creation: Develop comprehensive how-to guides, documentation, and training materials for Reacher features and to reduce customer time to value
Churn Prevention: Set up automated systems to calculate churn risk scores and proactively engage at-risk customers
Customer Support: Provide exceptional support to ensure customer satisfaction and platform adoption
Success Enablement: Ensure customers are maximizing Reacher's capabilities to grow their TikTok Shop businesses
Required Experience:
Strong e-commerce background (3+ years preferred)
TikTok Shop experience highly preferred
Proven track record in customer success or account management
Experience with SaaS platforms and customer onboarding
Excellent communication and presentation skills
Preferred Qualifications:
Experience with creator/affiliate marketing platforms
Background in social commerce or influencer marketingData analysis and automation setup experience
Workshop facilitation and training experience
Why Join Reacher?
Work directly with the hottest e-commerce platform (TikTok Shop)
High-impact role with direct influence on company growth
Competitive compensation with significant upside potential
Fast-paced startup environment with learning opportunities
Direct access to founders and leadership team
Reacher builds an AI-powered SaaS platform that serves as the operating system for brands and creators within the TikTok ecosystem and beyond. Our focus is on managing strategic accounts and partnerships to enhance affiliate marketing across multiple commerce platforms, positioning ourselves as the Hubspot for creator marketing.