Customer Success Manager, Pro (China)

Reacher; Oregon; Hybrid; USD 70,000 - 110,000; Full time

Job summary

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

This high-ownership role touches onboarding, churn saves, and surfacing product gaps to the team. Responsibilities include onboarding new subscribers, driving early value, managing brand and agency accounts, and maintaining health signals.

Qualifications

• 3+ years in customer success, account management, or client-facing roles.
• Hands-on knowledge of TikTok Shop, including strategy, affiliate programs, and automation tools.
• Agency background preferred.

Responsibilities

• Own onboarding for new subscribers and guide to first value within 60 days.
• Manage a portfolio of brand and agency accounts with regular check-ins to drive adoption and expansion.
• Monitor account health and act on churn signals; perform win-back and retention outreach.
• Lead failed payment recovery and billing follow-up to protect MRR.
• Analyze usage and subscription data to prioritise work and report on book health.
• Capture feedback and feature requests; translate into product asks and track to resolution.
• Support Reacher Plus clients where managed service and software overlap.
• Keep account context, notes, and next steps up-to-date.
• Join platform demos with the sales team as needed.

Skills

Customer success

Account management

TikTok Shop

Job description

The Role

We're hiring another Customer Success Manager to own a book of business across our Pro package clients. You'll be the main point of contact for your accounts from onboarding through renewal, responsible for adoption, retention, and growth. This is a high-ownership role, so you'll touch everything from day-one onboarding to churn saves to surfacing product gaps back to the team.

What You'll Do

• Own onboarding for new subscribers, getting accounts to first value fast (creator search, outreach setup, Spark Codes, GMV tracking, campaigns) and running a structured onboarding sequence over the first 60 days


• Manage a portfolio of brand and agency accounts, running regular check-ins and walkthroughs to drive adoption and expansion


• Monitor account health and act on churn signals before they become cancellations, including win-back and retention outreach on at-risk accounts


• Run failed payment recovery and billing follow-up to protect MRR


• Pull and interpret usage and subscription data to prioritize where to spend your time, and report on your book's health


• Capture customer feedback and feature requests, turn them into clear product asks, and track them through to resolution


• Support Reacher Plus clients where managed service and software overlap


• Keep account context, notes, and next steps clean and current


• Join demo calls as the platform expert with the sales team whenever needed

You’ll Be Successful If You

• Have 3+ years of experience in customer success, account management, or a client-facing role


• Have hands‑on knowledge of TikTok Shop, including strategy, affiliate programs, and automation tools; agency background preferred


• Are a strong communicator who can build rapport quickly and maintain trust over time


• Are comfortable managing clients


• Are highly organized with a bias toward follow-through and accountability


• Thrive in fast-paced startup environments where speed and scrappiness are key