Customer Success Manager

Title: Customer Success Manager Location: Remote, USA Who We Are: Stay AI is powered by savvy DTC industry vets, who have each been building subscription programs for over ten years. We’ve worked with over 300+ subscription-focused CPG brands that have generated hundreds of millions in subscription revenue alone. Our product is shaped by eCommerce experts who specialize in acquisition and retention—and it shows. We have amazing investors like Telescope Partners, with participation from Boulder Food Group, Riverpark Ventures, and Vanterra Capital. Previous investments were led by Watchfire Ventures, alongside industry leaders such as Nik Sharma (Sharma Brands) and Adam Turner (Postscript). We are not afraid of challenging work and are excited to build the next big thing. Sound good to you? Then, please read more about our role! Our Culture: We are dedicated to our work, but equally committed to celebrating our achievements. Collaboration is at the heart of everything we do, as we firmly believe in the power of teamwork. While we are remote-first as a company, we try to create opportunities to meet each other. That's why we organize annual offsite retreats in the beautiful setting of Park City or Mexico! Who You Are: The Customer Success Manager will be a critical part of our Customer Experience team at Stay AI. The mission of this role is to provide an exceptional ongoing strategy and recommendations to our customers as they get started with subscriptions and grow their programs. We strive to consistently meet and exceed customer expectations during this process, ultimately setting our customers up for long-term success with the platform. What You’ll Do: - Have a deep focus on Customer Satisfaction. Continuously monitor and enhance the customer experience by proactively identifying and addressing any issues or opportunities for improvement - Set and manage client expectations, developing a detailed success plan, defining the scope of the relationship, understanding project risks and assigning team members to specific tasks - Own the relationship with our enterprise and mid-market merchants, acting as a strategic partner who identifies opportunities to level up their subscription program and drives measurable growth in retention, revenue, and customer experience - Communicate thoughtfully, providing answers to both technical and non-technical questions - Contribute to a positive team environment of collaboration, customer empathy, equality and inclusion What You’ll Bring: - 3+ years of experience in customer success working with enterprise level accounts, ideally in a SaaS environment - Experience working within digital marketing and preferably within the Shopify ecosystem - Excellent project management skills with an emphasis on attention to detail, timelines, and quality of work - Effective collaboration skills as this role works with other teams including Sales, Operations, Product, and Customer Success - Ability to research, analyze and provide solutions to newly identified issues - Excellent communication skills via phone, video conference and email - Curious and eager to learn - You are adaptable to change and have comfort with ambiguity at an early stage startup - Previous experience with retention marketing is not required but preferred; bonus points if you’ve worked with Klaviyo, Postscript, or Attentive Why Join Us?: - The opportunity to make a huge impact at a high-growth startup - Working alongside Stayers who are fun and collaborative - Contribute to the growth of our product as we scale quickly This position is not eligible for visa sponsorship.