Customer Success Manager

About the Role :

We're looking for an exceptional Customer Success Manager to join our team at Reacher and help our customers dominate TikTok Shop. This role is critical to reducing churn, building customer relationships and ensuring customers achieve success on TikTok Shop using our platform.

What you'll do :

Customer Relationship Management : Build and maintain strong relationships with customers, showing care and professionalism by conducting regular check-ins and success calls

Strategic Guidance : Host 1 : 1 sessions and group workshops on TikTok Shop strategy and Reacher optimization

Content Creation : Develop comprehensive how-to guides, documentation, and training materials for Reacher features and to reduce customer time to value

Churn Prevention : Set up automated systems to calculate churn risk scores and proactively engage at-risk customers

Customer Support : Provide exceptional support to ensure customer satisfaction and platform adoption

Success Enablement : Ensure customers are maximizing Reacher's capabilities to grow their TikTok Shop businesses

Required Experience :

Strong e-commerce background (3+ years preferred)

TikTok Shop experience highly preferred

Proven track record in customer success or account management

Experience with SaaS platforms and customer onboarding

Excellent communication and presentation skills

Preferred Qualifications :

Experience with creator / affiliate marketing platforms

Background in social commerce or influencer marketingData analysis and automation setup experience

Workshop facilitation and training experience

Why Join Reacher?

Work directly with the hottest e-commerce platform (TikTok Shop)

High-impact role with direct influence on company growth

Competitive compensation with significant upside potential

Fast-paced startup environment with learning opportunities

Direct access to founders and leadership team

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