What You'll Do- Own an active book of onboardings end-to-end - from kickoff call through nurture - operating with speed, ownership, and clear communication at every step.
- Run structured kickoff calls that map each customer's tech stack, stakeholders, and goals before diving into configuration.
- Guide customers through Triple Pixel installation: enabling Theme App Embed and Checkout Web Pixel in Shopify, validating with live URL tests, and advising on third-party/landing page installs via GTM.
- Configure and validate UTM and tracking parameters (tw_source, tw_campaign, tw_ad_id) with platform-specific dynamic tokens, ensuring Triple Whale attribution is capturing data accurately across all paid channels.
- Connect and troubleshoot coreintegrations - Meta, Google Ads, TikTok, Klaviyo, Google Sheets, Slack - preventing feature-blockers before they happen.
- Walk customers through the Summary and Attribution dashboards - validating clean data, configuring Custom Metrics (CM1/CM2, blended ROAS), and explaining attribution model selection (Triple Attribution, Last Click, First Click, Linear) based on their business use case.
- Manage your onboarding and success pipelines in HubSpot, tracking health and milestone progress from kickoff through renewal.
- Collaborate with Sales on unresponsive customers and with Support on technical escalations, keeping onboarding velocity high across your entire book.
- Manage a high-volume, scaled customer portfolio through shared inbox, live chat, and office hours - driving retention and satisfaction in a fast-paced, largely automated environment.
- Proactively identify churn risk early: monitor usage patterns, flag cost-based objections, and develop resolution strategies before the renewal conversation.
- Drive expansion by identifying upsell opportunities within the Growth segment and collaborating cross-functionally to move them forward.
- Contribute to the continued development of the Triple Whale customer experience - improving playbooks, surfacing common friction points, and helping the team get better every quarter.
What You'll Bring- Experience supporting customers in the eCommerce or marketing technology space - ideally within a SaaS environment.
- Demonstrated comfort with technical setup and configuration: you don't need to be an engineer, but you need to be the kind of person who learns a new platform thoroughly and can confidently walk someone else through it.
- Familiarity with the eCommerce marketing stack - Meta Ads, Google Ads, TikTok, Klaviyo, Shopify, UTM tracking - is a strong advantage.
- Prior high-volume customer success, customer support, or SDR experience; you know how to manage a large book of accounts without letting things fall through the cracks.
- Superb written and verbal communication skills - you can translate complex technical concepts into clear, actionable guidance for operators who are experts in their business, not in analytics.
- Strong organizational skills and comfort managing multiple onboardings simultaneously in a fast-moving, process-driven environment.
- A natural sense of ownership: you're the kind of person who tracks things down, follows up proactively, and doesn't wait to be asked.
- Positive, high-energy, service-oriented mindset - customers feel your investment in their success.
- Comfort driving negotiation and renewal conversations to positive outcomes.
- Thrives in collaborative team environments and embraces change as the product and processes continue to evolve.
Base Compensation Range: $84,000 - $94,000
Our compensation ranges are set using benchmarks from growth-stage companies and factor in function, level, and location-so everything stays balanced and competitive. The range listed on each job posting reflects the minimum and maximum target salary across all U.S. locations.
Join Us in Making WavesIf you're looking for more than just a job and want to be part of a movement reshaping the future of Ecommerce, Triple Whale is the place for you. We're on the lookout for driven, curious, and creative individuals ready to thrive in a fast-paced environment.
Referred? Got here thanks to a friend? Splash some gratitude their way! They'll need to submit your application through our referral system to make it official.
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