Strategic Customer Success Manager - Growth & Retention

Core Responsibilities:

- Account Retention & Health

- Churn Prevention: Proactively monitor account health using GMV data.

- If a partners reward volume drops, you are the first to diagnose why and fix it.

- Technical Advocacy: Act as the bridge between the partner and our product team.

- When a major partner has a "Feature Request," you build the business case for it.

- Renewals: Own the renewal process for subscription-based accounts, ensuring zero revenue leakage.

Strategic Growth & Upselling:

- Usage Expansion: Identify opportunities to launch new reward use cases for existing partners.

- (e., If they use us for "Referrals," show them how to use us for "Churn Reactivation").

- Product Upselling: Transition SMBs from the "Moments" portal to deeper API/SDK integrations as their technical needs evolve.

- Volume Growth: Consultant with partners to optimize their "Reward Recipes" to increase user participation, directly driving GMV.

Consultative "Reward Science":

- ROI Reporting: Regularly present data to partners showing exactly how many users they retained or converted because of the rewards layer.

- Best Practices: Create "Success Blueprints" for different industries.

- You should be able to tell a Wellness app exactly what reward value works best for a "7-day streak.

The Ideal Profile:

- Data-Literate: You are comfortable looking at transaction data and spotting a trend before the customer does.

- Commercial Mindset: You aren't afraid to talk about money.

- You understand usage-based pricing and know how to pitch a higher-tier plan based on value.

- Relationship Builder: You can navigate conversations with a startup Founder one hour and an Enterprise Procurement head the next.

- Product Savvy: You understand how APIs and No-code tools work.

- You don't need an engineer to explain a "webhook" to a client.