Customer Success Manager, Pro (China)

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

Job summary

Reacher is seeking a Customer Success Manager to own a book of Pro package clients from onboarding through renewal, focusing on adoption, retention, and growth. You will be the main contact for your accounts, handling onboarding, health checks, and renewal strategy.

You will surface product gaps, coordinate with sales and product teams, run onboarding sequences, manage churn signals, and drive expansion. A startup mindset and 3+ years in customer success are expected.

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 communicator who can build rapport quickly and maintain trust over time.
• Comfortable managing clients.
• Highly organized with a bias toward follow-through and accountability.
• Thrives in fast-paced startup environments where speed and scrappiness are key.

Responsibilities

• Own onboarding for new subscribers, getting accounts to first value fast and running a structured onboarding sequence over the first 60 days.
• Manage a portfolio of brand and agency accounts, conducting regular check-ins to drive adoption and expansion.
• Monitor account health and address churn signals before 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 time and report on book health.
• Capture customer feedback and feature requests, turning them into clear product asks and tracking them to resolution.
• Support Reacher Plus clients where managed service and software overlap.
• Keep account context, notes, and next steps current.
• Join demo calls as the platform expert with the sales team when needed.

Skills

Customer success

Account management

Communication

Organization

TikTok Shop knowledge

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