Descripción de la oferta
Hi! I'm Paula, the Head of Customer Success at Modash.
I'm looking for a Customer Success Manager to join our team. Here's a little background, examples of the things that you'll work on, and things you probably want to know.
Background & reason for hiring
Customer Success has been one of the most important functions at Modash since the beginning. Our value Customers and Creators First guides the team every day. We're hiring one more CSM based in Europe so every customer gets the attention and support they deserve as we grow because we get new customers every day, and the team keeps growing.
We already have 3 CSMs in the team: Ava (platform CSM, Canada), Eddie (API CSM, Canada), and Maris (platform CSM, Europe). We have a HQ in Tallinn, Estonia, but the customers are from all over Europe – so the team is remote‑first and you can be too. Other part of the team is based in Toronto helping us to cover both North America and GMT time zones. You'll join a tight‑knit CS team that takes ownership seriously and cares about the people we work with.
Scope of the role & example projects
Your job is simple to explain and hard to do well: be a partner to our customers as they build a successful influencer program using Modash.
Own your portfolio of accounts
You will manage a portfolio of customers, mostly Shopify brands running influencer marketing programs. Success in this role is measured mainly through Net Revenue Retention (NRR) across your portfolio, and the day‑to‑day work that drives it (adoption, success plans, and renewals).
For each account, you will:
Build and maintain a clear success plan (what are we trying to achieve, what’s next, when do we check progress)
Run regular calls. Your portfolio will primarily include customers in the European timezones. We have people already covering North America.
Drive adoption of Modash features like Discovery, Campaigns, CRM, email outreach, Shopify integrations, and affiliate tracking.
Own the expansion end‑to‑end, from spotting the need to shaping the proposal to getting the upgrade over the line.
Own renewals and coordinate invoicing with Finance.
Keep your portfolio organized: write clear recaps after every interaction and keep Vitally up to date.
Onboard new customers
Run a strong Sales → CS handover and align on goals for the next 30‑90 days.
Run onboarding calls to understand their team and workflow.
Help them set up Modash (campaigns, integrations, and tracking).
Get them to first value fast (first creators found, first outreach sent, first campaign tracked).
Send a clear action plan and recap email with owners and timelines.
Collaborate with Product, Sales, Support and Marketing
You're the main bridge between customers and Product. You'll bring customer problems to Product in a clear way, and help shape what we build next.
You’ll connect the right customers to Product for deeper discovery, feature testing, and early feedback.
You’ll coordinate with Sales on handovers and expansion opportunities.
You’ll work with Support to escale and resolve technical issues.
You’ll work closely with Marketing to build customer‑facing resources (guides, webinars, templates), and make sure customers engage with them.
The tools you'll use
Vitally → our Customer Success CRM and source of truth for all accounts
Notion → our internal knowledge base for everything Modash
Intercom → customer support, newsletters, and in‑app communication
Stripe → subscriptions, payments, and invoices
Retool → internal admin tool
FullStory → session recordings for debugging and understanding customer behavior
Calendly → scheduling customer calls
Requirements
Required skills and experience
You have 3+ years of experience in Customer Success, Account Management, or a similar customer‑facing role.
You communicate clearly in writing and on calls. You can write recaps and emails that are easy to follow and actually helpful.
You're organized and good at follow‑through. You can manage a lot of accounts at once without things slipping.
You think ahead and build a plan with customers, instead of only reacting when something goes wrong.
You learn quickly and can become a Modash product expert fast.
Your English is strong, both written and spoken.
You take ownership. When you hit a roadblock, you keep going and find a way forward.
You're comfortable working in a startup environment where things move fast and change.
Nice‑to‑haves
Experience working with influencer marketing teams, e‑commerce brands, or in the creator economy.
Familiarity with Shopify brands and how e‑commerce teams work day to day.
Experience with common CS and billing tools (for example: Vitally, Intercom, and Stripe).
Benefits
Flexible working hours. We trust you to do your job, without anyone looking over your shoulder.
Very strong compensation package = salary + stock options + bonus.
Unlimited paid vacation time. If you're happy & well‑rested, you'll do better work. Take the time you need to enjoy a balanced life.
Fully remote working. As long as you have a reliable internet connection, we want you to work wherever is best for you. At home, in a café, on a beach. Whatever works.
Personal development. When you grow, we benefit. If there's a course, book, or conference that will help you upskill – we'll cover it.
Ownership. You're the expert at what you do, and so you should have the flexibility to make decisions and take action quickly. No unnecessary red tape. Got an out‑of‑the‑box idea? You'll have the autonomy to go ahead and try things that you might not be able to at other companies.
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