Customer Success Manager, Pro (US/UK)

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

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