Strategic Customer Success Manager (Growth & Retention)

Core Responsibilities

Account Retention & Health

Churn Prevention :

Proactively monitor account health using GMV data. If a partner’s 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.g., 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.\