Customer Success Manager

Are you a relationship-builder who gets a real charge out of watching a client hit a goal they weren't sure they'd reach? Our fast-growing clothing brand marketing agency, BitBranding, is looking for a Customer Success Manager to make sure every member of our Optimized Store Owner program actually gets there.

We specialize in helping clothing brands, boutiques, and private labels grow through cutting-edge strategies, including OSO, our high-ticket coaching program for store owners. In this role, you'll be the member's main point of contact from day one, guiding them toward the desired results.

This is a great opportunity for someone with a passion for customer success and a background in marketing or general strategic marketing solutions. We're especially interested in people with a track record of creative problem-solving, who thrive in a fast-moving, small-team environment and want to apply those skills to help our members grow.

• Member Success: Own onboarding, retention, and engagement for a portfolio of 100+ OSO members, from kickoff through renewal.
• Strategic Planning: Develop strategic plans and goals aligned with business objectives, keeping member outcomes and BitBranding's growth moving in step.
• Member Support: Serve as the primary point of contact for members, proactively flagging issues, answering questions, and resolving problems quickly.
• Performance Tracking: Track onboarding, retention, and engagement metrics, and report on what's working and what isn't.
• Client Touchpoints: Run kickoff calls and member check-ins, and assemble recaps and action plans.
• Revenue Growth: Identify opportunities for upselling and cross-selling BitBranding's suite of products and services.
• Innovation: Use AI tools thoughtfully to work efficiently and keep the member experience personal.
• Voice of the Customer: Act as the voice of the customer in team discussions, improvement opportunities, and planning.
• Collaboration: Partner closely with our Marketing and Product teams to surface recurring member pain points and turn them into course, content, and offer improvements.

• Experience: 2+ years in customer success, customer experience, or a closely related role. Bonus points for experience in retail, agency, or SaaS technology, especially with clothing or apparel brands.
• Skills: Comfort using data-driven insights for strategic decision-making, a solid understanding of ecommerce, and familiarity with Shopify, Klaviyo, and Meta platforms. Experience with LMS platforms or community management is a plus.
• Attributes: Creative problem-solver who adapts quickly in a fast-paced, small-team environment. Curious, eager to learn, and comfortable navigating the occasional challenging conversations
• Communication: Excellent communication skills over phone, video, and email, with the organizational and project management chops to manage a large member portfolio.

At BitBranding, we don't just build brands, we build futures. Here's why you'll love being part of our team:

• Shape the Future: Join our startup environment and leave your mark. Your expertise will be the foundation of our success.
• Learn and Grow: We prioritize continuing education, so you'll always stay ahead with the latest skills.
• Personal Development: Let us help you become the best version of yourself.
• Financial Wellness: Access our financial advisors to keep your money matters in check, allowing you to focus on soaring professionally.
• Work-Life Balance: It's not all business, we have bi-monthly team outings and parties.
• Flexible Time-Off: Explore the world or spend time with loved ones through our flexible vacation policy.
• Rewards for Excellence: Celebrate your wins with quarterly bonuses for exceptional performance.
• Family First: Generous maternity and paternity leave lets you create cherished family memories.
• Feed Your Mind: Enjoy free books to nurture both personal and professional growth.
• Give Back: Use paid volunteer hours to make an impact in your community.
• Comprehensive Benefits: We've got you covered with a 401(k), medical insurance, and a shiny new Mac computer.

• Higher retention and renewal rates across the OSO program.
• Members hitting their growth goals faster, reflected in check-in outcomes and case studies.
• Fewer and faster-resolved escalations, with consistently positive member feedback.

In addition to our comprehensive offerings above, enjoy professional development opportunities, office snacks, and a supportive team environment that values member success and creative problem-solving.

To be determined. Our core team works out of Allen, Texas, and we're open to discussing on-site, hybrid, or remote arrangements for the right person.