The Role

Cruva is the operating system for brands selling on TikTok Shop. Over 1,400 DTC brands use us to manage affiliate programs, find creators, run sample campaigns, and track GMV at scale. Our customers range from emerging labels to multi-nine-figure operations, including True Classic, Pixi Beauty, and QVC UK.

Customer 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.

Location

Remote (US or UK hours)

About the company

Cruva builds an AI-powered operating system for brands and agencies to run affiliate marketing, with a focus on TikTok Shop and plans to expand to other social platforms. It automates the full affiliate workflow: discovering creators, outreach, relationship management through a CRM, tracking sample-to-sale conversions, and real-time campaign analytics to measure GMV. The platform stands out by offering an end-to-end solution with AI-driven automation across the entire affiliate process and by maintaining close ties to TikTok Shop for early access and feedback. Its goal is to become the operating system for social commerce, enabling brands to scale profitable creator partnerships across multiple platforms.

Company Size

11-50

Company Stage

N/A

Total Funding

N/A

Headquarters

Los Angeles, California

Founded

N/A

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Simplify's Take

What believers are saying

TikTok Shop’s 2026 compliance complexity increases demand for automation and monitoring.
Cruva claims 2,500+ brands and $1.2B affiliate GMV, signaling strong traction.
The 2025 rebrand to Cruva expands toward Instagram, YouTube, and Amazon programs.

What critics are saying

TikTok Shop policy changes in July 2026 can break workflows overnight.
Hubfluence and other affiliate tools commoditize outreach, squeezing pricing by 2026.
TikTok can internalize affiliate management, making Cruva redundant and existentially exposed.

What makes Cruva unique

Cruva is an official TikTok Shop Partner with deep affiliate workflow automation.
It automates creator discovery, outreach, CRM, and performance tracking end-to-end.
Cruva stays singularly focused on TikTok Shop, not generic influencer software.

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Benefits

Remote Work Options
Company Equity

Cruva

Customer Success Manager

About the job