Customer Success Manager

About this role

Customer Success at Privy is about helping ecommerce brands unlock growth. We partner with thousands of merchants to maximize the value they get from email, SMS, and onsite experiences through thoughtful strategy, technical expertise, and strong relationships. We're looking for someone who's excited to solve problems, build trust, and make a measurable impact on our customers' success every day.

As a member of our Customer Success team, you'll own a portfolio of merchants and partner with them throughout their journey. You'll help customers adopt our platform, solve technical and strategic challenges, and uncover opportunities to drive long-term success.

This role is designed for someone who loves solving problems, building relationships, and learning quickly. You'll work alongside experienced Customer Success Managers while gradually taking ownership of your own book of business and becoming a trusted advisor to the brands you support.

We believe the best Customer Success Managers are curious, proactive, and genuinely invested in helping merchants grow. They build trust, solve meaningful problems, and continuously look for ways to improve both the customer experience and how our team operates.

### What You'll Do

• Own a portfolio of customer accounts and become their trusted advisor.
• Build strong relationships by understanding each customer's business, goals, and success metrics.
• Guide merchants through onboarding, adoption, and long-term success with Privy.
• Deliver strategic recommendations across email, SMS, and forms that help customers grow.
• Review customer performance and proactively identify opportunities to improve engagement, conversions, and retention.
• Use customer data and product usage insights to identify opportunities, measure success, and prioritize outreach.
• Monitor customer health and identify risks before they become churn.
• Investigate customer questions and partner with Support, Product, Engineering, and Sales to drive successfu...