Ecommerce Success Architect

Triple Whale Inc.; Northern (KY); Hybrid; USD 84,000 - 94,000; Full time

Job summary

Triple Whale Inc. is seeking a Customer Success Manager on the Growth team to guide ecommerce brands through onboarding, configuration, and ongoing success. You’ll own kickoff calls, map tech stacks, validate pixel and attribution setups, and maintain strong cross-functional collaboration.

This is a fast-paced, data-driven role focused on retention, expansion, and customer value. You’ll manage a high-volume book via shared inbox, live chat, and office hours, proactively addressing churn risks

Qualifications

• Experience supporting customers in eCommerce or marketing tech, preferably SaaS.
• Ability to learn new platforms quickly and coach others through configurations.
• Familiarity with eCommerce marketing stack: Meta, Google, TikTok, Klaviyo, Shopify.
• Previous success managing a large book of accounts with strong organizational skills.
• Excellent written and verbal communication, translating tech concepts clearly.
• Proactive, owner mindset with high-energy, service-oriented approach.

Responsibilities

• Own an active onboarding book end-to-end with speed and clear communication.
• Run structured kickoff calls mapping the customer’s tech stack and goals.
• Guide customers through Triple Pixel installation and GTM configurations.
• Configure and validate UTM tracking and attribution setup.
• Connect and troubleshoot core integrations (Meta, Google/TikTok, Klaviyo, Sheets, Slack).
• Walk customers through dashboards and explain attribution models.
• Manage pipelines in HubSpot from kickoff to renewal.
• Collaborate with Sales and Support to maintain onboarding velocity.
• Handle a high-volume portfolio via shared inbox, chat, and office hours.
• Identify churn risks early and develop resolution strategies.
• Drive expansion through upsell opportunities within Growth.
• Contribute to improving playbooks and team processes.

Skills

High-volume CS

SaaS experience

Ecommerce tech stack

Communication

Ownership

Cross-functional

Tools

HubSpot

Shopify

Klaviyo

Meta Ads

Google Ads

TikTok Ads

Google Sheets

Job description

Triple Whale Inc. is seeking a Customer Success Manager on the Growth team to guide ecommerce brands through onboarding, configuration, and ongoing success. You’ll own kickoff calls, map tech stacks, validate pixel and attribution setups, and maintain strong cross-functional collaboration.

This is a fast-paced, data-driven role focused on retention, expansion, and customer value. You’ll manage a high-volume book via shared inbox, live chat, and office hours, proactively addressing churn risks