<div class="show-more-less-html__markup show-more-less-html__markup--clamp-after-5 relative overflow-hidden"> Hi! I'm Paula, the Head of Customer Success at Modash.<br/><br/>I'm looking for a Customer Success Manager to join our team. Here's a little background, examples of the things that you'll work on, and things you probably want to know.<br/><br/><strong>Background &amp; reason for hiring<br/><br/></strong>Customer Success has been one of the most important functions at Modash since the beginning. Our value Customers and Creators First guides the team every day. We're hiring one more <strong>CSM</strong> <strong>based in Europe</strong> so every customer gets the attention and support they deserve as we grow because we get new customers every day, and the team keeps growing.<br/><br/>We already have 3 CSMs in the team: Ava (platform CSM, Canada) and Eddie (API CSM, Canada), and Maris (platform CSM, Europe). We do have a HQ in Tallinn, Estonia, but the customers are from all over Europe - so the team is remote-first and you can be too. Other part of the team is based in Toronto helping us to cover both North America and GMT time zones. You'll join a tight-knit CS team that takes ownership seriously and cares about the people we work with.<br/><br/><strong>Scope of the role &amp; example projects<br/><br/></strong>Your job is simple to explain and hard to do well: <strong>be a partner to our customers as they build a successful influencer program using Modash</strong>.<br/><br/>You'll work on two fronts:<br/><br/>First, you'll help them make the program successful by aligning on goals, building a plan together, and learning what works through regular check-ins. Second, you'll help them make Modash the backbone of their workflow, so influencer marketing is run in a clear, repeatable way that the whole team can rely on.<br/><br/><ul><li> Own your portfolio of accounts<br/><br/></li></ul>You'll manage a portfolio of customers, mostly Shopify brands running influencer marketing programs. Success in this role is measured mainly through Net Revenue Retention (NRR) across your portfolio, and the day-to-day work that drives it (adoption, success plans, and renewals).<br/><br/>For each account, you'll:<br/><br/><ul><li>Build and maintain a clear success plan (what are we trying to achieve, what's next, when do we check progress)</li><li>Run regular calls. Your portfolio will primarily include customers in the European timezones. We have people already covering North America</li><li>Drive adoption of Modash features like Discovery, Campaigns, CRM, email outreach, Shopify integrations, and affiliate tracking</li><li>You own the expansion end-to-end, from spotting the need to shaping the proposal to getting the upgrade over the line</li><li>Own renewals and coordinate invoicing with Finance</li><li>Keep your portfolio organized: write clear recaps after every interaction and keep Vitally up to date<br/><br/></li></ul><strong><strong>2. Onboard new customers<br/><br/></strong></strong>As soon as a customer buys Modash and is handed over from Sales, you're their first real partner at Modash. You'll:<br/><br/><ul><li>Run a strong Sales → CS handover and align on goals for the next 30-90 days</li><li>Run onboarding calls to understand their team and workflow</li><li>Help them set up Modash (campaigns, integrations, and tracking)</li><li>Get them to first value fast (first creators found, first outreach sent, first campaign tracked)</li><li>Send a clear action plan and recap email with owners and timelines<br/><br/></li></ul><strong><strong>3. Collaborate with Product, Sales, Support and Marketing<br/><br/></strong></strong>You're the voice of the customer internally. That means:<br/><br/><ul><li>You're the main bridge between customers and Product. You'll bring customer problems to Product in a clear way, and help shape what we build next</li><li>You'll connect the right customers to Product for deeper discovery, feature testing, and early feedback</li><li>You'll coordinate with Sales on handovers and expansion opportunities</li><li>You'll work with Support to escalate and resolve technical issues</li><li>You'll work closely with Marketing to build customer-facing resources (guides, webinars, templates), and make sure customers engage with them<br/><br/></li></ul><strong>The tools you'll use<br/><br/></strong><ul><li>Vitally → our Customer Success CRM and source of truth for all accounts</li><li>Notion → our internal knowledge base for everything Modash</li><li>Intercom → customer support, newsletters, and in-app communication</li><li>Stripe → subscriptions, payments, and invoices</li><li>Retool → internal admin tool</li><li>FullStory → session recordings for debugging and understanding customer behavior</li><li>Calendly → scheduling customer calls<br/><br/></li></ul><strong>Requirements<br/><br/></strong><strong><strong>Required skills and experience<br/><br/></strong></strong><ul><li>You have 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role</li><li>You communicate clearly in writing and on calls. You can write recaps and emails that are easy to follow and actually helpful</li><li>You're organized and good at follow-through. You can manage a lot of accounts at once without things slipping</li><li>You think ahead and build a plan with customers, instead of only reacting when something goes wrong</li><li>You learn quickly and can become a Modash product expert fast</li><li>Your English is strong, both written and spoken</li><li>You take ownership. When you hit a roadblock, you keep going and find a way forward</li><li>You're comfortable working in a startup environment where things move fast and change<br/><br/></li></ul><strong>Nice-to-haves<br/><br/></strong><ul><li>Experience working with influencer marketing teams, e-commerce brands, or in the creator economy</li><li>Familiarity with Shopify brands and how e-commerce teams work day to day</li><li>Experience with common CS and billing tools (for example: Vitally, Intercom, and Stripe)<br/><br/></li></ul><strong>Benefits<br/><br/></strong><strong>What we're offering<br/><br/></strong><ul><li>Flexible working hours. We trust you to do your job, without anyone looking over your shoulder</li><li>Very strong compensation package = salary + stock options + bonus</li><li>Unlimited paid vacation time. If you're happy &amp; well-rested, you'll do better work. Take the time you need to enjoy a balanced life</li><li>Fully remote working. As long as you have a reliable internet connection, we want you to work wherever is best for you. At home, in a café, on a beach. Whatever works</li><li>Personal development. When you grow, we benefit. If there's a course, book, or conference that will help you upskill - we'll cover it</li><li>Ownership. You're the expert at what you do, and so you should have the flexibility to make decisions and take action quickly. No unnecessary red tape. Got an out-of-the-box idea? You'll have the autonomy to go ahead and try things that you might not be able to at other companies</li></ul> </div>