Customer Success Manager (Mid-Market / Enterprise)

5 months, 4 weeks ago
Contract
Junior
Customer and Technical Support
Terrific

Terrific

Terrific Live offers a data-driven live shopping platform that helps brands boost sales, optimize customer experience, increase brand loyalty, and drive conversions. They assist brands and influencers in creating new sales channels, boosting profits, a...

Internet Software & Services
1-10

Description

  • Own a portfolio of mid-market and enterprise customers across the full customer lifecycle from onboarding through expansion.
  • Lead onboarding and drive customers to fast time-to-value and first value.
  • Increase product adoption and ongoing engagement by guiding customers toward best practices.
  • Monitor account health, identify risks early, and reduce churn through proactive customer management.
  • Identify and execute expansion opportunities and partner with Sales on upsells and account growth.
  • Act as the voice of the customer internally by providing structured feedback to Product and Engineering.
  • Identify patterns across accounts and surface insights to improve onboarding and the product experience.
  • Help build customer success playbooks, processes, lifecycle journeys, dashboards, health scoring, and reporting.
  • Create repeatable systems and touchpoints that scale retention and expansion efforts.

Requirements

  • 2+ years of experience in Customer Success, Account Management, or a similar role.
  • Experience working with SaaS products and customer lifecycles.
  • Experience onboarding and supporting mid-market or enterprise customers.
  • Strong ability to manage relationships and drive outcomes.
  • High ownership and a proactive mindset.
  • Experience in eCommerce, media, or digital platforms (nice to have).
  • Experience working in fast-paced or early-stage environments (nice to have).
  • Familiarity with HubSpot, Gainsight, Intercom, or similar tools (nice to have).
  • Experience working closely with product teams (nice to have).

Interested in this position?

Apply directly on the company website

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