Growth-Focused Customer Success Pro Manager (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

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.