Customer Success Manager

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.

• 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 successful outcomes.
• Support renewal conversations and identify expansion opportunities that align with customer goals.
• Educate customers on product best practices and new feature releases.
• Capture customer feedback and advocate for improvements that make Privy even better.
• Contribute to documentation, playbooks, and internal processes that help our Customer Success organization scale.

AI is part of how we work.

We use AI every day to prepare for customer meetings, summarize calls, analyze customer health, draft customer communications, create documentation, identify trends, automate repetitive work, and accelerate learning.

We're looking for someone who's excited to learn, experiment, and thoughtfully incorporate AI into their daily workflow. You don't need to be an expert, but you should be curious about how emerging technology can make both you and our customers more successful.

Customer Success is one of the most impactful teams at Privy.

You'll work directly with fast-growing ecommerce brands, influence how customers experience our products, and partner closely with teams across the company to shape our roadmap and improve the customer journey.

You'll receive hands-on coaching, meaningful ownership from day one, and the opportunity to help shape the future of Customer Success at Privy as our team continues to grow.

If you're excited about helping customers succeed, solving interesting problems, and learning every day, we'd love to meet you.

We're looking for people who:

• Put customers first.
• Take ownership instead of waiting for direction.
• Stay curious and continuously learn.
• Communicate with empathy and clarity.
• Embrace technology, including AI, to work smarter.
• Leave our customers, teammates, and our company better than you found them.

• 1-3 years of experience in Customer Success, Account Management, Technical Support, Implementation, Consulting, or another customer-facing role.
• Excellent written and verbal communication skills.
• Strong problem-solving skills with a curiosity to understand the "why" behind customer challenges.
• Comfortable learning technical products and explaining them in a simple, approachable way.
• Organized and able to manage multiple priorities in a fast-paced environment.
• Customer-first mindset with a passion for helping businesses succeed.
• Self-motivated, collaborative, and eager to continuously learn and improve.

• High autonomy with no career ceilings.
• Challenging and interesting work.
• Amazing colleagues.
• Competitive salary and equity.
• Work remotely.
• Covered health, dental, and vision insurance.
• Regular team events and off-sites.
• Unlimited PTO and generous paid parental leave.