Our client, an e-commerce app, is hiring a CS Manager (TikTok Shop)! What You'll Do • Customer Relationship Management: Build and maintain strong relationships with customers, showing care and professionalism by conducting regular check-ins and success calls • Strategic Guidance: Host 1:1 sessions and group workshops on TikTok Shop strategy and app optimization • Content Creation: Develop comprehensive how-to guides, documentation, and training materials for the app's features and to reduce customer time to value • Churn Prevention: Set up automated systems to calculate churn risk scores and proactively engage at-risk customers • Customer Support: Provide exceptional support to ensure customer satisfaction and platform adoption • Success Enablement: Ensure customers are maximizing Reacher's capabilities to grow their TikTok Shop businesses What We're Looking For Required Experience: • Strong e-commerce background (3+ years preferred) • TikTok Shop experience highly preferred • Proven track record in customer success or account management • Experience with SaaS platforms and customer onboarding • Excellent communication and presentation skills Preferred Qualifications: • Experience with creator/affiliate marketing platforms • Background in social commerce or influencer marketing • Data analysis and automation setup experience • Workshop facilitation and training experience