Head of Customer Success leading a team in B2B customer success within cultural heritage SaaS. Focused on strategic customer outcomes and operational excellence, driving retention and satisfaction.
About the role
- CRM Manager at PopSockets managing lifecycle marketing programs across email, SMS, and loyalty. Focusing on customer LTV and optimizing CRM strategies for retention at a digital lifestyle company.
Responsibilities
- Own end-to-end management of email and SMS channels, including segmentation, content strategy, automation flows, campaign execution, and reporting.
- Develop and implement lifecycle strategies that increase 30, 90, and 365 day LTV.
- Build and execute campaigns, flows, and automations that support retention objectives.
- Partner closely with the creative team to provide data-driven feedback to optimize campaign design, messaging, and overall effectiveness.
- Serve as the primary owner of relationships with CRM platform partners and vendor representatives, ensuring PopSockets is maximizing platform capabilities.
- Evaluate and optimize the CRM tech stack, being thoughtful and strategic in investments in new tools.
- Actively explore and leverage AI solutions to drive growth, improve personalization, and streamline CRM operations.
- Optimize campaigns through A/B testing, personalization, and customer journey mapping.
- Manage CRM performance health: list hygiene, deliverability, compliance (CAN-SPAM, TCPA, GDPR), and engagement.
- Collaborate with paid media, product, and e-commerce teams to ensure a cohesive customer journey across channels.
- Explore and build loyalty and referral programs to further improve retention.
- Track, analyze, and report performance metrics, translating insights into actionable recommendations.
- 100% ownership of all global CRM operations, ensuring technical requirements (languages, account structures, and localization) are in place to deliver the best customer experience worldwide.
Requirements
- Bachelor’s degree in marketing, business, or related field, or equivalent experience.
- 5–7 years of experience in CRM, lifecycle marketing, or email/SMS marketing in e-commerce or DTC.
- Hands-on experience with ESP/SMS platforms (e.g., Klaviyo, Attentive).
- Proven track record of growing LTV and retention metrics through CRM programs.
- Demonstrated ability to extract data-driven creative insights and translate them into design and messaging optimizations that directly improve retention outcomes.
- Ability to thrive in both strategic and tactical execution.
- Strong analytical skills, with comfort using data to inform decisions and feedback.
- Experience evaluating and managing CRM technology platforms; interest in leveraging AI-driven solutions for personalization and efficiency.
- Excellent communication skills for cross-functional and creative collaboration.
- Strong organizational skills and attention to detail.
- Familiarity with platforms like Global-e for cross-border commerce is a plus
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Customer Success Manager managing customer portfolios at preezie. Improving customer experience and retention with a hybrid work model in Australia.
Customer Success Manager II at RapidScale driving customer relationships and managing cloud service performance for technology solutions. Advocating for customer success and addressing their needs proactively.
Senior Customer Success Manager focusing on client migrations and onboarding at S&P Global. Lead customer engagement and relationships across global strategic accounts.
Lead the Delivery & Customer Success team at Optiml, ensuring client value through complex software implementations and efficient operations. Executive collaboration for enterprise clients in real estate and energy.
Customer Success Manager serving as primary contact for eye care practitioners. Overseeing onboarding, training, and technical support while ensuring customer satisfaction with WAVE’s software.
Customer Success Specialist coordinating customer journeys and resolving issues for European clients. Engaging with technical teams to support CSMs in customer success initiatives.
Customer Success Team Lead maximizing customer engagement and operational effectiveness on Clutch's platform. Overseeing customer retention strategies and mentoring team members in a hybrid work environment.
Customer Success Representative providing support for French and English speaking users. Guiding users through the platform and resolving issues in a hybrid environment.
Manager executing VMware Customer Success initiatives at SHI, focusing on VCF adoption and retention. Collaborating across teams to enhance customer value and drive successful outcomes.