Customer Success Manager, Mid-Market New

Triple Whale Inc.; Northern (KY); Hybrid; USD 110,000 - 115,000; Full time

Job summary

Triple Whale Inc. is seeking a Customer Success Manager to manage Mid-Market accounts and ecommerce stores, guiding strategy, adoption, and renewal decisions. You will become a trusted consultant, advising on marketing strategy, best practices, and feature usage to drive growth.

The role emphasizes data-driven decision making, executive relationship building, and cross-functional teamwork with Sales, Solutions Architects, and Support to expand revenue with Triple Whale products.

Qualifications

• Experience servicing customers in ecommerce is a MUST.
• SaaS background preferred.
• Strong written and verbal communication skills.
• Able to thrive in a fast-paced startup environment.
• Detail-oriented and proactive.

Responsibilities

• Collaborate with Sales, Solutions Architects, and Support to maximize value for clients and retain revenue.
• Forecast revenue and renewals.
• Understand customer goals and implement tailored success plans.
• Lead executive relationships and identify expansion opportunities across Triple Whale products.
• Manage the full lifecycle of accounts, including goal-setting, value delivery, and renewals.
• Deliver a consultant perspective and create customized success plans based on client needs.

Skills

Customer success

SaaS experience

Ecommerce experience

Communication

Data-driven

Cross-functional

Job description

Triple Whale is the AI operating system built for modern ecommerce. We help you see what's actually working in your business, what's not, and what to do next. Then we take action for you - pausing the underperforming ad, generating the next batch of creative, flagging the inventory risk before it bites.

We pull every signal in your business into one place, and put it on the most trusted measurement foundation in the industry. And on top of that, we give you the most actionable AI in commerce - Moby 2 - letting you tap any LLM you want, grounded in the full context of your business. Moby 2 doesn't just surface insights, it executes decisions for you, with automations that make the rest of your stack smarter.

The result: more than 65,000 brands like Pressed Juicery, OUAI, and True Classic turn mountains of complex data into actions that actually grow profit, at a speed and scale that is not humanly possible.

Why Triple Whale Needs You:

As a Customer Success Manager at Triple Whale, you will focus on and support our ecommerce stores and/or our agency Mid-Market clients who maintain the relationship with the stores directly. You will be joining a growing global team of superstar CSMs who love to help and guide our clients to success.

This CSM will own relationships with our Mid-Market clients and lead their program strategy in a consultative and data-driven fashion. Your core responsibility will be working with customers as a trusted consultant and to own customer relationships completely - advising on marketing strategy, best practices and feature functionality. We are prioritizing candidates based on the East Coast or those who can comfortably work during Eastern Standard Time (EST) hours.

What You'll Do:

• Closely collaborate with Sales, Solutions Architects, and Support to provide maximum value for your clients, while retaining and growing revenue for Triple Whale.
• Revenue and renewal forecasting
• Understand customers' goals, and implementing tailored success plans
• Drive executive level relationships, and identify opportunities to expand the clients suite of Triple Whale products to satisfy their goals.
• Gain the confidence of and cement relationships with clients throughout the entire lifecycle of the account including: Goal-setting, value delivery, account growth, new product adoption, and renewals
• Work independently to deliver a consultant perspective in all client interactions - creating customized success plans based on customers goals and challenges
• Develop and maintain a deep understanding of our products and the broader marketing landscape - staying up to date on industry trends and best practices
• Lead and present at client meetings, both in-person and over video conference
• Analyze customer usage to form accurate forecasts, and to have complete visibility in renewal pipeline; identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies
• Lead discussions with clients to probe what new products they are interested in and what integrations they might need, and translate customer feedback into specific product requirements
• Contribute to the continued development and improvement of the Triple Whale Customer experience

What You'll Bring:

• Previous experience servicing customers in the ecomm space is a MUST, highly preferred from a SaaS environment
• Ability to thrive in a dynamic, fast paced startup environment
• Superb written and verbal communication skills
• Quick learner
• Flexible, embraces change and new responsibilities
• Excellent computer skills and tech savvy
• Service-oriented, passionate about providing top notch service to our clients
• Detail-oriented, capable of handling multiple responsibilities at once
• Positive attitude, empathy, and high energy
• Thrives in a collaborative team environment

Our Values

• We Are Customer Obsessed: From our mission to every detailed project, everything we do is designed to create a positive impact for our customers.
• We Move (Very!) Quickly: The speed at which we work, iterate, and deliver value is our most competitive advantage.
• We Are Trustworthy: Candor, directness, and honest communication helps us learn, grow and improve so we can win together.
• We Are Curious: We extend beyond our comfort zone and ask questions that guide us towards new, creative, and bold paths.

We Act Like A Mensch: We act with honor, integrity and empathy, and have deep respect for our customers and each other.

Base Compensation Range: $110,000- $115,000

Our compensation ranges are set using benchmarks from growth-stage companies and factor in function, level, and location - so everything stays balanced and competitive. The range listed on each job posting reflects the minimum and maximum target salary across all U.S. locations.

Triple Whale is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Join Us in Making Waves

We're on the lookout for driven, curious, and creative individuals ready to thrive in a fast-paced environment.