We are looking for a Customer Success Manager to join our growing CX team as our first dedicated retention hire — supporting the Phase 1 launch of this function with a dedicated portfolio of roughly 25 New York brand partners, spanning a mix of enterprise, mid-size, and emerging brands. You’re introduced to your accounts at the same time as their Brand Account Manager, working the relationship from day one; full account ownership transfers to you once each partner ships its first order on the platform.
This is a strategic, partner-facing role at the intersection of relationship management, operations, and platform expertise. You will serve as the trusted long-term point of contact for your accounts — monitoring health signals, leading business reviews, driving product adoption, coordinating cross-functional resolutions, and identifying opportunities to expand the partnership. You own retention; your BAM counterpart owns expansion — you’ll partner closely with them on GMV growth opportunities, but your KPI is protecting the accounts you’re assigned, not growing them. Your success is measured by the long-term GMV retention of the brand accounts you own. This role reports directly to the Director of Customer Experience, and as the first CSM hire, you’ll help shape the function’s tools, playbooks, and hiring plan as the team grows.
The ideal candidate brings a proven track record in customer success, account management, or B2B relationship management within a SaaS, logistics, distribution, or marketplace environment. You think proactively, communicate with clarity and confidence, and take genuine ownership of partner outcomes.