What are the responsibilities and job description for the Founding Customer Success Manager position at Spresso.AI?
About Us:
Spresso AI provides AI-driven pricing intelligence solutions that help ecommerce, retail, and direct-to-consumer (DTC) brands optimize profit. Built by retailers for real-world problems, our technology delivers data-driven insights to improve profitability and decision-making.
We are looking for a Customer Success Manager (CSM) to serve as a strategic partner and consultant for our brands, ensuring they maximize the value of our platform.
Job Summary:
As our first Customer Success Manager, you will be the trusted advisor for our merchants, helping them leverage pricing intelligence to drive business growth. You’ll play a critical role in customer adoption, retention, and strategic insights, working cross-functionally with sales, product, and data teams.
This role is data-driven and consultative, requiring deep e-commerce experience, strong analytical skills, and an understanding of the Shopify ecosystem.
Key Responsibilities:
- Be a strategic partner, helping merchants apply Spresso’s Pricing Intelligence to optimize revenue.
- Advise brands as a thought leader, providing insights on pricing strategy and industry trends.
- Proactively identify and solve challenges, driving retention and customer satisfaction.
- Own customer onboarding, retention, and strategic growth planning.
- Build strong relationships—customers should see you as a trusted advisor.
- Analyze performance dashboards to identify trends and opportunities.
- Ensure responsiveness and adherence to SLAs, providing timely support and resolutions.
- Act as the primary contact for issue triaging, questions, and insights.
- Work closely with product teams to provide customer feedback.
- Identify expansion opportunities and support business growth initiatives.
Qualifications:
Industry Experience
- Bachelor’s degree in Business, Marketing, or related field
- 5 years of experience in Customer Success, Account Management, or Customer Strategy at a SaaS, e-commerce, or retail company (DTC experience preferred).
- Proven success managing large strategic accounts with a focus on retention.
- Experience with the Shopify ecosystem (merchants, apps, or tools).
Technical & Analytical Skills
- Deep data experience, strong with reporting tools (SQL a plus).
- Ability to translate complex pricing insights into actionable strategies.
- Interest in technology, AI, and machine learning.
Soft Skills & Strategic Thinking
- Strong communication and presentation skills—confident in engaging stakeholders.
- Empathy for customers—builds trusted relationships and understands their needs.
- Highly responsive, ensuring timely support and adherence to SLAs.
- Creative problem-solver, thinking outside the box to drive customer success.
- Thrives in fast-paced environments, adapting quickly to evolving needs.
What We Offer:
- Competitive salary and equity.
- Performance-based bonus tied to customer retention and success (opportunity to help define the incentive model as we scale).
- Comprehensive benefits package, including health, dental, vision, and retirement plans.
- Career growth opportunities to scale the Customer Success team.
- Unlimited paid time off.
Salary: $100,000-$125,000 (plus future performance-based bonus)
Location: New York or Los Angeles
Spresso is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.
Salary : $100,000 - $125,000