This job has expired

This position was posted on December 4, 2025 and is likely no longer accepting applications. We've kept it here for historical reference. Check out the similar jobs below!

Customer Success Manager (Remote, USA)

Stay AI, Inc.

Job Overview

Location

New York City, New York, USA

Job Type

Full-time

Full Job Description

📋 Description

• Own the end-to-end success journey for a portfolio of fast-growing DTC subscription brands, acting as their strategic partner from onboarding through expansion and renewal. You will become the go-to expert on how to leverage Stay Ai’s platform to unlock predictable recurring revenue and lifetime value.
• Build and execute detailed 90-day success plans for every new customer, mapping out technical setup, launch milestones, performance benchmarks, and growth experiments. You’ll translate big-picture goals into weekly sprints and measurable KPIs that keep both sides accountable.
• Run weekly or bi-weekly executive check-ins, presenting data-driven insights on subscription metrics (churn, AOV, LTV, trial-to-paid conversion) and translating those insights into actionable recommendations that move the revenue needle.
• Diagnose friction points across the entire subscriber lifecycle—from checkout to cancellation—and design targeted interventions such as dynamic discounting, SMS win-back flows, or tiered loyalty perks. You will A/B test, measure, and iterate until the customer sees statistically significant lift.
• Partner closely with Sales to ensure seamless handoffs, with Product to surface feature gaps and beta-test new releases, and with Operations to escalate technical issues and guarantee SLAs are met. Your voice will directly influence the product roadmap.
• Serve as the customer’s advocate internally, documenting feedback in Notion, Jira, and Slack channels so that engineering, design, and data teams understand real-world impact and prioritize accordingly.
• Develop reusable playbooks, templates, and enablement assets that scale your expertise across the CS team. Examples include churn-deflection scripts, launch-week checklists, and LTV forecasting models built in Google Sheets or Looker Studio.
• Monitor customer health scores in Vitally (or similar CSP) and proactively intervene when risk indicators spike. You’ll own renewal forecasting and expansion pipeline management, aiming for net-negative churn across your book of business.
• Host quarterly business reviews (QBRs) that celebrate wins, spotlight ROI, and co-create the next growth roadmap with stakeholders ranging from founders to VPs of e-commerce.
• Contribute to a culture of customer empathy and inclusivity by sharing customer stories in all-hands meetings, leading peer-learning sessions, and mentoring junior CSMs as the team doubles in size over the next 12 months.
• Travel once per quarter for on-site strategy workshops at customer HQ or for our legendary Stayer off-sites in Park City and Mexico—think white-boarding by day, s’mores and mezcal by night.
• Stay ahead of industry trends—Shopify Editions, iOS privacy shifts, subscription regulations—so you can advise customers on future-proof tactics and position Stay Ai as the category thought leader.

🎯 Requirements

• 3+ years in a customer success, account management, or growth-consulting role within a SaaS or e-commerce tech company
• Demonstrated experience managing Shopify-based merchants, including familiarity with Shopify Plus, ReCharge, Skio, or similar subscription apps
• Proven track record of hitting or exceeding net revenue retention (NRR) and expansion targets
• Exceptional project-management skills: you can scope, sequence, and deliver complex, multi-stakeholder initiatives on time
• Outstanding written and verbal communication; comfortable presenting to C-level executives and translating technical concepts into plain English

🏖️ Benefits

• Fully remote-first culture with a $1,500 home-office stipend and monthly Wi-Fi reimbursement
• Annual off-site retreats in Park City or Mexico—flights, lodging, and adventures covered
• Competitive equity package in a high-growth startup backed by Telescope Partners, Boulder Food Group, and industry luminaries like Nik Sharma
• Flexible PTO policy with a mandatory two-week minimum to ensure you actually unplug

Skills & Technologies

Remote

Ready to Apply?

Apply Externally

You will be redirected to an external site to apply.

Stay AI, Inc.

Visit Website

About Stay AI, Inc.

Stay AI provides an all-in-one subscription platform for Shopify brands, helping them secure recurring revenue, prevent churn, boost average order value, and improve customer experience. They serve a variety of industries, including beauty, CBD, food and beverage, and health and wellness. Stay AI focuses on providing user-friendly, no-code tools that allow teams to customize subscription programs without needing technical expertise. Merchants who switch to Stay AI have seen a 28% increase in recurring revenue and a 28% reduction in churn. Their platform leverages AI-powered tools and machine learning to optimize subscription growth and customer retention.

View Company Profile