Ecommerce CSM & Onboarding Specialist

Triplewhale; Raleigh, Columbus (NC, OH); Hybrid; USD 84,000 - 94,000; Full time

Job summary

Triple Whale is seeking a hands-on Customer Success Manager on the Growth team to guide a high-volume book of ecommerce brands through the full onboarding lifecycle. You’ll own technical configuration, kickoff calls, and ongoing success in a largely automated environment.

You’ll collaborate with Sales and Support to keep velocity high and drive retention and expansion. Ideal candidates bring SaaS or ecommerce experience, superb communication, and a knack for translating complex tech into

Qualifications

• Experience supporting customers in a SaaS or eCommerce space.
• Ability to learn new platforms thoroughly and guide others through setup.
• Familiarity with eCommerce marketing stack (Meta, Google, TikTok, Klaviyo, Shopify) and UTM tracking.

Responsibilities

• Own a high-volume onboarding book end-to-end with clear communication.
• Lead structured kickoff calls mapping customer tech stack, stakeholders and goals.
• Guide customers through pixel installation and tracking configuration for accurate attribution.
• Configure and validate tracking parameters and attribution models.
• Coordinate with Sales and Support on escalations to maintain onboarding velocity.
• Monitor usage to identify churn risk and drive renewal outcomes.
• Identify upsell opportunities within Growth and support cross-functional initiatives.

Skills

Onboarding

Customer success

Communication

Ownership

Problem solving

Tools

Shopify

Meta Ads

Google Ads

TikTok

Klaviyo

UTM tracking

HubSpot

Job description

Triple Whale is seeking a hands-on Customer Success Manager on the Growth team to guide a high-volume book of ecommerce brands through the full onboarding lifecycle. You’ll own technical configuration, kickoff calls, and ongoing success in a largely automated environment.

You’ll collaborate with Sales and Support to keep velocity high and drive retention and expansion. Ideal candidates bring SaaS or ecommerce experience, superb communication, and a knack for translating complex tech into