Customer Success Manager

About BitBranding

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.

About the Role

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.

What You'll Do

• 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.

What You'll Bring

• 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.

Why BitBranding?

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.

What Success Looks Like

• 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.

Perks and Benefits

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.

Location

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.