Customer Success Manager

Stay AI; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

Stay AI is seeking a Customer Success Manager to join its Customer Experience team. You will provide ongoing strategy and recommendations to customers as they start and grow their subscription programs, aiming to exceed expectations and set clients up for long-term platform success.

You will own relationships with enterprise and mid-market merchants, define success plans, and drive measurable improvements in retention, revenue, and customer experience.

Qualifications

• 3+ years of customer success experience with enterprise accounts in a SaaS environment.
• Experience in digital marketing and Shopify ecosystem is a plus.
• Strong project management, attention to detail, timelines and quality of work.

Responsibilities

• Deeply focus on customer satisfaction and proactively improve the customer experience.
• Set and manage client expectations with detailed success plans and risk assessment.
• Own relationships with enterprise and mid-market merchants to drive growth in retention and revenue.
• Communicate effectively with both technical and non-technical stakeholders.
• Contribute to a collaborative, empathetic, inclusive team environment.

Skills

Customer success

SaaS

Enterprise accounts

Project management

Communication

Collaboration

Analytical thinking

Adaptability

Retention marketing tools

Klaviyo

Postscript

Attentive

Tools

Klaviyo

Postscript

Attentive

Job description

Who We Are:

Stay AI is powered by savvy DTC industry vets, who have each been building subscription programs for over ten years. We’ve worked with over 300+ subscription-focused CPG brands that have generated hundreds of millions in subscription revenue alone. Our product is shaped by eCommerce experts who specialize in acquisition and retention—and it shows.

Our Culture:

We are dedicated to our work, but equally committed to celebrating our achievements. Collaboration is at the heart of everything we do, as we firmly believe in the power of teamwork. While we are remote-first as a company, we try to create opportunities to meet each other. That’s why we organize annual offsite retreats in the beautiful setting of Park City or Mexico!

Who You Are:

The Customer Success Manager will be a critical part of our Customer Experience team at Stay AI. The mission of this role is to provide an exceptional ongoing strategy and recommendations to our customers as they get started with subscriptions and grow their programs. We strive to consistently meet and exceed customer expectations during this process, ultimately setting our customers up for long-term success with the platform.

What You’ll Do:

• Have a deep focus on Customer Satisfaction. Continuously monitor and enhance the customer experience by proactively identifying and addressing any issues or opportunities for improvement

• Set and manage client expectations, developing a detailed success plan, defining the scope of the relationship, understanding project risks and assigning team members to specific tasks

• Own the relationship with our enterprise and mid-market merchants, acting as a strategic partner who identifies opportunities to level up their subscription program and drives measurable growth in retention, revenue, and customer experience

• Communicate thoughtfully, providing answers to both technical and non-technical questions

• Contribute to a positive team environment of collaboration, customer empathy, equality and inclusion

What You’ll Bring:

• 3+ years of experience in customer success working with enterprise level accounts, ideally in a SaaS environment

• Experience working within digital marketing and preferably within the Shopify ecosystem

• Excellent project management skills with an emphasis on attention to detail, timelines, and quality of work

• Effective collaboration skills as this role works with other teams including Sales, Operations, Product, and Customer Success

• Ability to research, analyze and provide solutions to newly identified issues

• Excellent communication skills via phone, video conference and email

• Curious and eager to learn

• You are adaptable to change and have comfort with ambiguity at an early stage startup

• Previous experience with retention marketing is not required but preferred; bonus points if you’ve worked with Klaviyo, Postscript, or Attentive

Why Join Us?

• The opportunity to make a huge impact at a high-growth startup

• Working alongside Stayers who are fun and collaborative

• Contribute to the growth of our product as we scale quickly

This position is not eligible for visa sponsorship.