Customer Success Manager - Mid-Market / Enterprise

See something that should exist? Build it.
See a better way? Do it.

At Terrific, every role directly impacts how we grow from product to revenue to customer experience. We’re building the next generation of social commerce through live shopping powered by real-time data and AI.

And we believe customer data should belong to the brands who earn it — not third-party platforms.

The Role

We are hiring a builder to own and scale the customer lifecycle after the deal is closed. We have strong product potential, but long-term success depends on how customers adopt, engage, and grow with Terrific.

This role exists to turn customers into successful, long-term partners.

What You Will Build

You will help define how customers experience Terrific post-sale.

Your work will directly shape:

How customers onboard and reach first value

How customers adopt core features and build habits

How we identify and act on expansion opportunities

How we reduce churn and increase retention

How Terrific turns customers into long-term growth partners

You’ll build the playbooks, lifecycle, and touchpoints that drive retention and expansion.

What You Will Own

You will own the customer lifecycle end-to-end:

Onboarding → Activation → Adoption → Retention → Expansion

Customer Lifecycle Ownership

Own a portfolio of mid-market and enterprise customers

Lead onboarding and ensure fast time-to-value

Drive product adoption and ongoing engagement

Build strong relationships with key stakeholders

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Activation & Adoption

Ensure customers successfully launch and use Terrific

Identify friction points in onboarding and usage

Proactively guide customers toward best practices

Turn product usage into measurable outcomes

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Retention & Expansion

Monitor account health and identify risks early

Drive renewals and reduce churn

Identify and execute expansion opportunities

Partner with Sales on upsells and account growth

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Product & Feedback Loop

Act as the voice of the customer internally

Provide structured feedback to Product and Engineering

Identify patterns across accounts and surface insights

Help improve onboarding and product experience

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Systems & Scale

Help build CS playbooks, processes, and lifecycle journeys

Define what “good” looks like across onboarding and engagement

Contribute to dashboards, health scoring, and reporting

Create repeatable processes that scale

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You will have real ownership and autonomy.

Who You Are

You are someone who understands that customer success is about outcomes, not activity.

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Requirements

2+ years in Customer Success, Account Management, or similar roles

Experience working with SaaS products and customer lifecycles

Strong ability to manage relationships and drive outcomes

Experience onboarding and supporting mid-market or enterprise customers

High ownership and proactive mindset

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Nice to Have

Experience in eCommerce, media, or digital platforms

Experience working in fast-paced or early-stage environments

Familiarity with tools like HubSpot, Gainsight, Intercom, or similar

Experience working closely with product teams

Why This Role Matters

You won’t inherit a fully built customer journey.
You’ll help define how customers succeed with Terrific.

Your work will directly impact retention, expansion, and long-term revenue.

Why Terrific?

Terrific is a focused, execution-driven company where strong operators have direct impact.

You’ll work closely with leadership to shape how we grow.

We move fast, operate with high ownership, and value people who build.

• Deep experience in at least one of Terrific’s three commercial pillars — eCommerce, Marketing, or Media — and enough fluency across the other two to contribute credibly from day 1.
• Terrific operates as a global company, and English is our primary business language. As such, all roles require fluency in written and spoken English.