Job description

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)

Requirements

Must-haves

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.
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.
Remote (US or UK hours)

Nice-to-haves

None flagged.

Application prep

Use the role’s language and application details while tailoring your materials.

Platform: ashby
Effort: quick