Customer Success Manager (Mid-Market / Enterprise)

Terrific; Miami (NM); On-site; USD 70,000 - 110,000; Full time

Job summary

Terrific is hiring Customer Success Managers to own and scale the customer lifecycle after the deal closes, focusing on onboarding, adoption, retention, and expansion. You will define how customers experience Terrific post-sale and build playbooks and touchpoints that drive long-term value.

Ideal candidates bring 2+ years in CS or AM, with SaaS product experience, and a proactive mindset. You will work across onboarding, adoption, retention, and expansion while partnering with Sales to grow

Qualifications

• 2+ years in Customer Success, Account Management, or similar roles.
• Experience with SaaS products and customer lifecycles.
• Strong ability to manage relationships and drive outcomes.
• Experience onboarding and supporting mid-market or enterprise customers.
• High ownership and proactive mindset.

Responsibilities

• Own a portfolio of mid-market and enterprise customers.
• Lead onboarding and ensure fast time-to-value.
• Drive product adoption and ongoing engagement.
• Build strong relationships with key stakeholders.
• Identify friction points in onboarding and usage and guide customers to best practices.
• Turn product usage into measurable outcomes.
• Monitor account health and identify risks early.
• Drive renewals and reduce churn.
• Identify and execute expansion opportunities in collaboration with Sales.

Skills

Customer Success

Account Management

SaaS

Mid-market

Enterprise

Tools

HubSpot

Gainsight

Intercom

Job description

At Terrific, every role directly impacts how we grow from product to revenue to customer experience. We’re building the next generation of social commerce through live shopping powered by real-time data and AI.

And we believe customer data should belong to the brands who earn it — not third-party platforms.

Terrific is hiring Customer Success Managers in multiple locations to help shape the future of social commerce.

The Role

We are hiring a builder to own and scale the customer lifecycle after the deal is closed. We have strong product potential, but long-term success depends on how customers adopt, engage, and grow with Terrific.

This role exists to turn customers into successful, long-term partners.

What You Will Build

You will help define how customers experience Terrific post-sale.

Your work will directly shape:

• How customers onboard and reach first value
• How customers adopt core features and build habits
• How we identify and act on expansion opportunities
• How we reduce churn and increase retention
• How Terrific turns customers into long-term growth partners

You’ll build the playbooks, lifecycle, and touchpoints that drive retention and expansion.

What You Will Own

Onboarding > Activation > Adoption > Retention > Expansion

Customer Lifecycle Ownership

• Own a portfolio of mid-market and enterprise customers
• Lead onboarding and ensure fast time-to-value
• Drive product adoption and ongoing engagement
• Build strong relationships with key stakeholders

Activation & Adoption

• Ensure customers successfully launch and use Terrific
• Identify friction points in onboarding and usage
• Proactively guide customers toward best practices
• Turn product usage into measurable outcomes

Retention & Expansion

• Monitor account health and identify risks early
• Drive renewals and reduce churn
• Identify and execute expansion opportunitiesPartner with Sales on upsells and account growth

Product & Feedback Loop

• Act as the voice of the customer internally
• Provide structured feedback to Product and Engineering
• Identify patterns across accounts and surface insights
• Help improve onboarding and product experience

Systems & Scale

• Help build CS playbooks, processes, and lifecycle journeys
• Define what “good” looks like across onboarding and engagement
• Contribute to dashboards, health scoring, and reporting
• Create repeatable processes that scale

You will have real ownership and autonomy.

Who You Are

You are someone who understands that customer success is about outcomes, not activity.

Requirements

• 2+ years in Customer Success, Account Management, or similar roles
• Experience working with SaaS products and customer lifecycles
• Strong ability to manage relationships and drive outcomes
• Experience onboarding and supporting mid-market or enterprise customers
• High ownership and proactive mindset

Nice to Have

• Experience in eCommerce, media, or digital platforms
• Experience working in fast-paced or early-stage environments
• Familiarity with tools like HubSpot, Gainsight, Intercom, or similar
• Experience working closely with product teams

Why This Role Matters

You won’t inherit a fully built customer journey.

You’ll help define how customers succeed with Terrific.

Your work will directly impact retention, expansion, and long-term revenue.

Why Terrific?

Terrific is a focused, execution-driven company where strong operators have direct impact.

You’ll work closely with leadership to shape how we grow.

We move fast, operate with high ownership, and value people who build.

Required:

• Deep experience in at least one of Terrific’s three commercial pillars — eCommerce, Marketing, or Media — and enough fluency across the other two to contribute credibly from day 1
• Terrific operates as a global company, and English is our primary business language. As such, all roles require fluency in written and spoken English

Be part of the change that’s quietly reshaping how people discover and buy online.

Passionate about social media and e-commerce? Come build what’s next at Terrific.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.