Customer Success Manager, Pro (US/UK)

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Reacher Customer Success Manager at Reacher managing Pro package clients from onboarding through renewal to drive adoption, retention, and growth. Responsible for account health monitoring and customer feedback integration.

Responsibilities

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.
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

Qualification

Agency background

Required

3+ years of experience in customer success, account management, or client-facing role
Hands-on knowledge of TikTok Shop including strategy, affiliate programs, and automation tools