The RoleCustomer success at Cruva is not a support function. It is a growth function. The brands in our platform are moving fast, they have high expectations, and they need a partner who understands the platform deeply and can help them get results quickly. You will own the relationship between Cruva and a portfolio of customers from the moment they sign through their entire lifecycle on the platform.
What You'll Do- Lead onboarding for new customers: platform setup, training calls, and getting them to their first meaningful outcome as fast as possible.
- Manage ongoing relationships across a portfolio of brands, serving as their primary point of contact at Cruva.
- Own customer conversations across chat, email, and video. Be responsive, be clear, and follow through.
- Troubleshoot platform issues and coordinate with the product and engineering teams when something needs escalating.
- Identify patterns in customer questions and friction points, and bring that feedback into internal product and operations conversations.
- Monitor customer health across your book of business and get ahead of retention risks before they surface.
- Collaborate with sales on expansion opportunities when customers are ready to grow their usage.
What You'll Bring- Experience in customer success, account management, onboarding, or support within a SaaS environment.
- Strong written and verbal English communication skills.
- Comfortable leading customer calls and product training sessions.
- Organized, detail-oriented, and responsive under a real volume of customer activity.
- Familiarity with CRM and support tools.
- Experience with TikTok Shop, ecommerce, or creator economy platforms is a strong plus.
Compensation$70,000 to $100,000 base salary depending on experience, plus meaningful early-stage equity.
LocationRemote (US or UK hours)
