Customer Success Manager, Growth

Triple Whale is the source of truth for eCommerce brands. Our platform centralizes the entire analytics stack—from profit tracking and customer insights to marketing attribution and creative intelligence. We empower brands with the visibility they need to make smarter decisions, scale faster, and optimize every dollar spent.

As a Customer Success Manager at Triple Whale, you will focus on and support our ecommerce stores and/or our agency clients who maintain the relationship with the stores directly.  You will be joining a growing global team of superstar CSMs who love to help and guide our clients to success.

This CSM role is fast-paced and high-volume, focused on efficiently supporting a large customer base through scalable channels rather than one-on-one relationships. You’ll act as a trusted, data-driven consultant — providing guidance on marketing strategy, best practices, and product features through shared inbox communication, live chat, and office hours.  We are prioritizing candidates based on the West Coast of the US or those who can comfortably work during Pacific Standard Time (PST) hours.

What You'll Do: 

• Manage a high-volume, low-touch customer portfolio through shared inbox, live chat, and office hours — driving retention and satisfaction in a fast-paced, automated environment.
• Drive retention and expansion by proactively identifying churn risks, managing cost-based objections, and collaborating cross-functionally to support upsell opportunities within the Growth segment.
• Identify opportunities to expand the clients suite of Triple Whale products to satisfy their goals.
• Develop and maintain a deep understanding of our products and the broader marketing landscape - staying up to date on industry trends and best practices
• Analyze customer usage to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies
• Contribute to the continued development and improvement of the Triple Whale Customer experience

• Previous experience supporting or servicing customers in the eCommerce marketing space is highly preferred, ideally within a SaaS environment
• Prior SDR experience and high volume Customer Success or Customer Support experience highly preferred 
• Ability to thrive in a dynamic, fast paced startup environment
• Superb written and verbal communication skills
• Quick learner
• Flexible, embraces change and new responsibilities
• Excellent computer skills and tech savvy
• Service-oriented, passionate about providing top notch service to our clients
• Detail-oriented, capable of handling multiple responsibilities at once
• Positive attitude, empathy, and high energy
• Thrives in a collaborative team environment
• Comfortable driving negotiation conversations to positive outcomes

• We Are Customer Obsessed: From our mission to every detailed project, everything we do is designed to create a positive impact for our customers.
• We Move (Very!) Quickly: The speed at which we work, iterate, and deliver value is our most competitive advantage. 
• We Are Trustworthy: Candor, directness, and honest communication helps us learn, grow and improve so we can win together. 
• We Are Curious: We extend beyond our comfort zone and ask questions that guide us towards new, creative, and bold paths.
• We Act Like A Mensch: We act with honor, integrity and empathy, and have deep respect for our customers and each other.

• Greatest Team: A world-class team of the brightest and most talented out there! Work with fun, hardworking, kind, nice people who are passionate about what they do
• Compensation: Competitive salary, benefits, and equity
• Family Focus: Parental leave and flexibility for families
• Time Off: Generous PTO. We want you to relax when you need to relax!
• Healthcare: Excellent medical, dental, and vision coverage
• 401K: 3% matching

Triple Whale is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

If you’re looking for more than just a job and want to be part of a movement reshaping the future of Ecommerce, Triple Whale is the place for you. We’re on the lookout for driven, curious, and creative individuals ready to thrive in a fast-paced environment.

The base compensation range for this role is $75,000 - $95,000. The final offer will take into account a range of factors including level of experience, geographic location, and skill alignment with the responsibilities of the role and the current needs of the team and company.  Our goal is to ensure fair and competitive compensation that reflects both market benchmarks and individual qualifications.