The Senior Customer Success Manager will serve as a strategic partner to top-tier merchants, managing their subscription-led growth and ensuring platform ROI. They will act as a product expert to drive feature adoption, resolve escalations, and facilitate business reviews to align platform usage with merchant goals.
You will provide technical support to merchants by troubleshooting issues via live chat, email, and phone while maintaining high service standards. Additionally, you will identify patterns, escalate bugs to engineering, and contribute to documentation and team goals.
You will build scalable data pipelines, infrastructure, and models to power internal analytics and customer-facing data products. Additionally, you will implement automated monitoring and leverage AI tools to optimize data quality and performance across the warehouse.
Manage a portfolio of 50-70 growth-stage merchants to drive retention, adoption, and long-term success. Lead business reviews and collaborate cross-functionally to align merchant goals with measurable outcomes.
Provide world-class technical support to merchants by troubleshooting issues and guiding them through subscription platform features. Identify recurring bugs and escalate them to engineering with necessary context to ensure product improvement.
