[Hiring] Customer Success Manager @Triple Whale

Role Description

This is not a passive relationship management role. It's a hands-on, technically demanding position where you'll be the first person a brand trusts with their data stack — and the last thing standing between them and churn.

As a CSM on the Growth team, you'll guide a high-volume book of eCommerce brands through the full onboarding lifecycle — owning every technical configuration, every kickoff call, and every moment where the platform either clicks or doesn't. Once a brand is live, you stay in their corner as a scaled, data-driven consultant across a shared inbox, live chat, and office hours model.

The people who thrive here move fast, think in systems, love solving technical puzzles for non-technical users, and genuinely care about whether a brand succeeds.

What You'll Do

• Own an active book of onboardings end-to-end — from kickoff call through nurture — operating with speed, ownership, and clear communication at every step.
• Run structured kickoff calls that map each customer's tech stack, stakeholders, and goals before diving into configuration.
• Guide customers through Triple Pixel installation: enabling Theme App Embed and Checkout Web Pixel in Shopify, validating with live URL tests, and advising on third-party/landing page installs via GTM.
• Configure and validate UTM and tracking parameters (tw_source, tw_campaign, tw_ad_id) with platform-specific dynamic tokens, ensuring Triple Whale attribution is capturing data accurately across all paid channels.
• Connect and troubleshoot core integrations — Meta, Google Ads, TikTok, Klaviyo, Google Sheets, Slack — preventing feature-blockers before they happen.
• Walk customers through the Summary and Attribution dashboards — validating clean data, configuring Custom Metrics (CM1/CM2, blended ROAS), and explaining attribution model selection (Triple Attribution, Last Click, First Click, Linear) based on their business use case.
• Manage your onboarding and success pipelines in HubSpot, tracking health and milestone progress from kickoff through renewal.
• Collaborate with Sales on unresponsive customers and with Support on technical escalations, keeping onboarding velocity high across your entire book.
• Manage a high-volume, scaled customer portfolio through shared inbox, live chat, and office hours — driving retention and satisfaction in a fast-paced, largely automated environment.
• Proactively identify churn risk early: monitor usage patterns, flag cost-based objections, and develop resolution strategies before the renewal conversation.
• Drive expansion by identifying upsell opportunities within the Growth segment and collaborating cross-functionally to move them forward.
• Contribute to the continued development of the Triple Whale customer experience — improving playbooks, surfacing common friction points, and helping the team get better every quarter.

Qualifications

• Experience supporting customers in the eCommerce or marketing technology space — ideally within a SaaS environment.
• Demonstrated comfort with technical setup and configuration: you don't need to be an engineer, but you need to be the kind of person who learns a new platform thoroughly and can confidently walk someone else through it.
• Familiarity with the eCommerce marketing stack — Meta Ads, Google Ads, TikTok, Klaviyo, Shopify, UTM tracking — is a strong advantage.
• Prior high-volume customer success, customer support, or SDR experience; you know how to manage a large book of accounts without letting things fall through the cracks.
• Superb written and verbal communication skills — you can translate complex technical concepts into clear, actionable guidance for operators who are experts in their business, not in analytics.
• Strong organizational skills and comfort managing multiple onboardings simultaneously in a fast-moving, process-driven environment.
• A natural sense of ownership: you're the kind of person who tracks things down, follows up proactively, and doesn't wait to be asked.
• Positive, high-energy, service-oriented mindset — customers feel your investment in their success.
• Comfort driving negotiation and renewal conversations to positive outcomes.
• Thrives in collaborative team environments and embraces change as the product and processes continue to evolve.

Join Us in Making Waves

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.

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