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Stay AI is a subscription management platform built by DTC industry veterans with 10+ years of experience. The company has worked with 300+ subscription-focused CPG brands and is backed by investors including Telescope Partners, Boulder Food Group, Riverpark Ventures, and Vanterra Capital, plus angel investors like Nik Sharma and Adam Turner.
As Customer Success Manager, you will be a critical member of the Customer Experience team, responsible for delivering exceptional ongoing strategy and recommendations to enterprise and mid-market merchants. Your mission is to set customers up for long-term success with the platform while driving measurable growth in retention, revenue, and customer experience.
Key responsibilities include:
- Maintain deep focus on customer satisfaction by proactively identifying and addressing issues or improvement opportunities
- Set and manage client expectations, develop detailed success plans, define relationship scope, understand project risks, and assign team members to specific tasks
- Own relationships with enterprise and mid-market merchants, acting as a strategic partner to identify opportunities and drive growth
- Communicate thoughtfully, answering both technical and non-technical questions
- Contribute to a collaborative, inclusive team environment
- Work cross-functionally with Sales, Operations, Product, and Customer Success teams
The company is remote-first but organizes annual offsite retreats in Park City or Mexico to build team connection.
REQUIREMENTS:
- 3+ years of customer success experience with enterprise-level accounts, ideally in SaaS
- Experience in digital marketing, preferably within the Shopify ecosystem
- Excellent project management skills with attention to detail, timelines, and quality
- Strong collaboration skills across multiple teams
- Ability to research, analyze, and provide solutions to newly identified issues
- Excellent communication skills via phone, video conference, and email
- Curious, eager to learn, adaptable to change, comfortable with ambiguity in early-stage startup
- Preferred: retention marketing experience; bonus if familiar with Klaviyo, Postscript, or Attentive
Note: This position is not eligible for visa sponsorship.
