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.
Terrific is hiring Customer Success Managers in multiple locations to help shape the future of social commerce.
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
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
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
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
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
You will have real ownership and autonomy.
Who You Are You are someone who understands that customer success is about outcomes, not activity.
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
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.
Please note: We review every application carefully. While we may not be able to respond to everyone, we will reach out to candidates whose experience aligns with what we’re building.
Required: 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.
Be part of the change that’s quietly reshaping how people discover and buy online. Passionate about social media and e-commerce? Come build what’s next at Terrific.
Please note: We review every application carefully. While we may not be able to respond to everyone, we will reach out to candidates whose experience aligns with what we’re building.