Founding Customer Success Manager
At Spresso, our mission is to use data to deliver better business outcomes to various industries around the world. We optimize decision-making with tools we’ve built spanning a decade of first-hand experience in e-commerce. What started as an end-to-end platform for the Boxed.com business is now a world-class suite of SaaS products powered by advanced analytics and machine learning. We launched Spresso to bring our unique data and machine learning capabilities to the global market.
The Spresso team is a brilliant cultivator of technology powering our world class SaaS platform spanning everything from Personalization, Orders & Fulfillment, and Catalog. Being part of the team means you’ll work with wicked-smart individuals from all over the world who contribute as engineers, product managers, designers, and data scientists. Every day our team innovates in the depths of e-commerce with the latest technologies and we’re excited to welcome technologists who are ready for a challenge and know how to think outside the box!
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.
Spresso is an equal opportunity employer. We encourage applications from candidates of all backgrounds and experiences.