Senior Customer Success Manager

What Do We Do?

Triple Whale is the source of truth for eCommerce brands. Our platform centralizes the entire analytics stack—from profit tracking and customer insights to marketing attribution and creative intelligence. We empower brands with the visibility they need to make smarter decisions, scale faster, and optimize every dollar spent.

Why Triple Whale Needs You:

We’re hiring a Senior Customer Success Manager (Scale) to lead our SMB segment on the CS Growth team. This role is a hybrid: you'll help manage a scaled portfolio of accounts while acting as a team lead for a group of CSMs. You will drive customer outcomes at scale—building scalable playbooks, deploying data-driven and AI-powered engagement strategies, and coaching your peers to elevate performance. Your work will ensure our customers achieve demonstrable ROI while fostering team excellence and operational innovation.

What You'll Do:

• Customer Portfolio & Scaled Engagement
  
• Own a portfolio of SMB customers, delivering high retention, adoption, and growth at scale.
• Develop and execute 1:1 and 1:many engagement tactics—leveraging digital outreach, webinars, training, and data-informed campaigns.
• Team Lead Responsibilities
  
• Act as a player-coach: spearhead managing the SMB book of business while mentoring and developing a team of CSMs.
• Coach on scalable playbook deployment, churn mitigation, and expansion strategies.
• Partner with leadership to shape the SMB strategy and provide feedback loops to Product, Sales, and Operations.
• AI, Reporting & Automation Enablement
  
• Design and deploy AI-enabled workflows, playbooks, and reporting mechanisms to drive efficiency for the CS Growth team.
• Build and optimize internal agents and automation tools for proactive outreach, friction reduction, and opportunity identification.
• Translate customer data into actionable insights for digital-first engagement and risk mitigation.
• Cross-Functional Collaboration
  
• Partner closely with Sales, Product, Marketing, and Support to ensure seamless alignment on customer goals and product enhancements.
• Share customer insights that shape our roadmap and inform GTM strategy.

What You'll Bring:

• Experience: 4–6+ years in Customer Success, Account Management, or a related client-facing role.
• Leadership: Previous role as a team lead or manager, with experience coaching peers or direct reports.
• Scale Acumen: Skilled in scaled CS operations—digital touchpoints, one-to-many programs, and scalable customer journeys.
• AI/Automation Savvy: Hands-on experience with AI tools, workflow automation, or embedded internal tooling. Building agents is a major plus.
• Data-Driven: Experience with HubSpot or similar software, and a proven ability to turn data into insights that fuel ideas and strategy.
• Coach’s Mentality: Demonstrated ability to drive product adoption while teaching and empowering customers and teammates.
• Execution Excellence: Excellent organizational and project management skills; strong communicator via phone, video, and email.
• Adaptability: Able to thrive in a fast-paced, quickly changing environment.
• Impact-Oriented: Track record of hitting retention, churn, or expansion targets.
• Collaborative Communicator: Strong cross-functional communication skills and an ability to influence your audience.
• Customer-Obsessed: Deep empathy and a relentless focus on delivering value at scale.
• Bonus Points:
  • Background/Passion for digital marketing and e-commerce.
  • Familiarity with HubSpot, Large Language Models (LLMs)
    
  • Prior experience in high-growth SaaS environments.

Why You’ll Love This Role:

• Join the fastest-growing analytics platform for eCommerce.
• Lead innovation in scaled Customer Success and build next-gen AI-powered enablement tools.
• Collaborate with bold, mission-driven teammates dedicated to reimagining modern marketing success.

Our Values

• We Are Customer Obsessed: From our mission to every detailed project, everything we do is designed to create a positive impact for our customers.
• We Move (Very!) Quickly: The speed at which we work, iterate, and deliver value is our most competitive advantage. 
• We Are Trustworthy: Candor, directness, and honest communication helps us learn, grow and improve so we can win together. 
• We Are Curious: We extend beyond our comfort zone and ask questions that guide us towards new, creative, and bold paths.
• We Act Like A Mensch: We act with honor, integrity and empathy, and have deep respect for our customers and each other.

Perks

• Greatest Team: A world-class team of the brightest and most talented out there! Work with fun, hardworking, kind, nice people who are passionate about what they do
• Compensation: Competitive salary, benefits, and equity
• Family Focus: Parental leave and flexibility for families
• Time Off: Generous PTO. We want you to relax when you need to relax!
• Healthcare: Excellent medical, dental, and vision coverage
• 401K: 3% matching

Triple Whale is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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.

The base compensation range for this role is $85,000 - $110,000. The final offer will take into account a range of factors including level of experience, geographic location, and skill alignment with the responsibilities of the role and the current needs of the team and company.  Our goal is to ensure fair and competitive compensation that reflects both market benchmarks and individual qualifications.