Customer Success Manager: Onboarding, Retention & Growth

K1 Industries; United States; Remote; USD 65,000 - 100,000; Full time

Job summary

K1 Industries is seeking a Customer Success Manager to own a book of business across Pro package clients. You will be the main contact from onboarding through renewal, focusing on adoption, retention, and growth.

This high-ownership role covers onboarding, churn mitigation, and surfacing product gaps for the team. You will manage brand and agency accounts, monitor health signals, and drive expansion through regular check-ins and strategic outcomes.

Qualifications

• 3+ years of experience in customer success, account management, or a client-facing role.
• Hands-on knowledge of TikTok Shop, including strategy, affiliate programs, and automation tools; agency background preferred.
• Strong communication skills to build rapport and maintain trust over time.
• Comfortable managing multiple clients and keeping them engaged.
• Highly organized with a bias toward follow-through and accountability.

Responsibilities

• Own onboarding for new subscribers and drive first value within the initial period.
• Manage a portfolio of brand and agency accounts, conduct check-ins and walkthroughs to drive adoption and expansion.
• Monitor account health and act on churn signals, including win-back and retention outreach on at-risk accounts.
• Run billing follow-up and payment recovery to protect MRR.
• Pull and interpret usage data to prioritize actions and report on book health.
• Capture customer feedback and feature requests, turning them into clear product asks and tracking to resolution.
• Support overlap between managed service and software offerings.
• Keep account context, notes, and next steps up to date and accessible.
• Join demo calls as platform expert with the sales team when needed.

Skills

Customer success

Account management

Client-facing

Strong communicator

Highly organized

Job description

K1 Industries is seeking a Customer Success Manager to own a book of business across Pro package clients. You will be the main contact from onboarding through renewal, focusing on adoption, retention, and growth.

This high-ownership role covers onboarding, churn mitigation, and surfacing product gaps for the team. You will manage brand and agency accounts, monitor health signals, and drive expansion through regular check-ins and strategic outcomes.