About the Role

As a Customer Success Manager, you’ll own and run accounts like a growth agency partner: embedding inside the customer’s team to design community strategy, analyze platform results, and drive incremental revenue through product usage. You’ll be accountable for retention, expansion, and adoption, and serve as the connective tissue between Product, Marketing, and Director-and-above-level stakeholders at the brand.

Key Responsibilities

Growth Strategy & Campaign Planning

• Co-develop monthly, quarterly, and annual TYB strategies aligned with brand marketing, growth, and customer retention goals.
• Lead planning sessions around launches, loyalty migrations, or seasonal marketing; help brands map TYB into their full-funnel channel strategy.
• Design multi-week platform plans that align to segment behavior and brand goals.
• Adjust loyalty architectures (levels, rewards, and coin economics) customized to each brand’s AOV, margin, and acquisition goals.

Data & Performance Insights

• Analyze platform usage, engagement behavior, and redemption data to surface actionable insights on community health weekly.
• Create QBRs and performance recaps that mirror media/agency reports — e.g., customer acquisition, LTV, frequency, conversion and redemption rates, UGC volume, etc.
• Partner with Product and Marketing to A/B test engagement, sales, and redemption tactics.
• Partner with brands to align the platform with their broader business objectives, ensuring it becomes an integral part of their ongoing marketing and community strategies.
• Act as the primary escalation point and coordinate cross-functional support to resolve issues.

Executive Relationship Management

• Own the day-to-day relationship with brand-side stakeholders (VP Marketing, Head of Growth, Loyalty Lead).
• Prepare and present exec-level performance reviews, roadmap previews, and strategic recaps.
• Serve as the internal voice of the customer, representing brand needs to Product, Design, and Leadership.
• Collaborate with Sales on expansion conversations, often leading the business case using data and product fluency.

Product Strategy Advisory

• Serve as a subject matter expert on TYB capabilities, advising customers beyond core functionality to unlock value through features like exclusives, segmentation, or reward gating.
• Provide structured feedback to Product based on repeated high-tier customer needs.
• Guide early experimentation with new features and act as a “beta partner lead” for brands.
• Educate clients on emerging platform and loyalty trends, incentive models, and community engagement levers.

Internal Scale & Process Optimization

• Create reusable toolkits (campaign briefs, success plans, metric templates) for the broader CS team.
• Partner with Implementation and Support to ensure Enterprise accounts launch and grow efficiently.
• Inform segment-specific onboarding and renewal workflows.

What You Bring to TYB

• You think like a strategist. You’ve worked with complex brands and know how to guide them not just on tactics, but on big-picture growth planning. You understand how loyalty, advocacy, and retention drive the bottom line.
• You lead with influence. You’re comfortable in the room with CMOs, Heads of Growth, and eComm leads, and you know how to drive alignment across multiple stakeholders with clarity and confidence.
• You’re growth-driven. You’ve owned renewals, expansions, and high-value relationships before. You’re not just here to serve — you’re here to grow accounts and prove TYB’s business impact.
• You’re fluent in data. You don’t just report metrics — you interpret them. You’ve used dashboards to tell stories, uncover insights, and drive better outcomes for clients.
• You operate like an owner. You’re proactive, accountable, and structured. You don’t wait for direction — you create systems, identify risks early, and take responsibility for results.

Experience We’re Looking For

• 3–6 years of experience in Customer Success, Account Management, or Client Strategy, ideally at a fast-growing SaaS company.
• Prior experience working with consumer brands in eCommerce, marketing, or loyalty tech is a plus.
• Strong client-service background; experience in management consulting, digital strategy, or brand-side marketing is a major advantage.
• Proven ability to drive customer adoption, retention, and revenue expansion across large, multi-stakeholder organizations.
• Excellent verbal and written communication skills with executive presence and consultative polish.
• Track record of collaborating cross-functionally with Sales, Product, and Marketing teams to deliver customer value.
• Highly analytical and structured in your approach; you use data to inform strategy and influence decisions.

Please send your resume and LinkedIn profile to: careers@tyb.xyz

Reporting to: Head of Brand Success