Strategic Customer Success Manager (Growth & Retention)

Core Responsibilities Account Retention & Health Churn Prevention:

Proactively monitor account health using GMV data. If a partner’s 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.\