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.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.\