Customer Success Manager (Ecommerce)

About MobiLoud

MobiLoud helps established ecommerce brands turn their existing websites into iOS and Android apps, without rebuilding their product or managing two separate systems.

We work with ecommerce businesses doing real volume that want a direct mobile channel they actually own. Our customers use MobiLoud to lift retention, recover abandoned carts through push, and reduce their dependence on paid acquisition.

We’re a bootstrapped, profitable, remote-first SaaS company founded in 2013. We’ve served 2,000+ brands and have hundreds of active customers today, including Estée Lauder, John Varvatos, Jack & Jones, and Tadashi Shoji. 13 years profitable. We’ve never raised a round, and we never need to. Our team is 16 people, all remote, all hands-on, all trusted to work independently.

The role

This is the customer success role that puts you in the room with the founders and ecommerce leads running our largest established-brand accounts. Brands doing real volume, with apps that are a meaningful share of their revenue.

You own a portfolio of around 30 to 50 of those accounts. Once they launch and the onboarding handoff is done, you become their primary contact. You build the relationship, you run the post-launch growth plan, and you own the outcome. App launch promotion, push notification strategy, engagement, repeat purchase, plan growth, new functionality requests. The number you’ll be measured on is whether the merchants on your book are getting more out of their app every quarter than the quarter before.

This is not a pure relationship-management role and it is not a pure support role. You’ll spend most weeks pairing on the app growth plan, reviewing push campaign performance, proposing the next set of pushes or product changes, debriefing what worked, and queuing the next round. We don’t manage the merchant’s email or SMS program; that lives with their own marketing team. We own the app, the push channel, and the app-specific growth playbook on top of it. You report to our Customer Success Lead and sit on the Operations team. You partner with the Implementation Manager who handles the technical setup behind every play you propose.

The role is one of two we’re opening to build out the CS function. We’ve run customer success out of the founding team and the CS Lead for years; these two new seats take ownership of it as a proper function, with room to shape the playbook.

What you’ll do

• Run a monthly performance review with each of your accounts that ends in two or three concrete experiments queued for the next 30 days
• Own the post-launch growth plan for each merchant: launch announcement and download campaigns, push opt-in flow, push notification cadence, recovery pushes, segmentation for promotions
• Pair with the Implementation Manager to translate strategy into setup. You propose the play, they wire it up, you debrief the result with the merchant
• Spot expansion opportunities and run those conversations end to end. Plan moves, add-ons, additional configs, new integrations, new app functionality
• Run quarterly business reviews tied to the merchant’s actual app revenue targets, not generic engagement metrics
• Carry product feedback back to the CS Lead and the engineering team with the merchant context attached, especially when merchants ask for new functionality the platform should support
• Keep your portfolio current in the CRM. Account health, plan, expansion stage, renewal date, push performance all reflect reality

Who you are

• Three to six years in customer success, account management, or strategy at an ecommerce-focused agency, retention agency, or B2B SaaS serving ecommerce. Agency-side experience running ecommerce client programs is a strong signal
• You understand the post-launch app growth motion: how to drive downloads from the existing customer base, how to design a push opt-in flow that doesn’t burn out, how push campaigns are structured around promotions, product drops, and recovery
• You own results. You talk confidently about performance, revenue, ROI, and the ecommerce KPIs that matter, not just activity
• Strong with numbers. You can pull a report, read a funnel, calculate impact, and tell a story from the data
• Technical enough to debug a tracking issue, read a GA4 setup, look at JavaScript tracking code, and coordinate with engineering on fixes. You don’t need to be a developer; you do need to verify that what was changed actually works
• Comfortable around Klaviyo, Shopify, and the rest of the ecom marketing stack. You don’t have to run their email or SMS; you have to coordinate around what’s already running and know where the app fits in
• You write well. Most of the work runs over email, Slack, and shared docs, and the merchants you work with read carefully
• You finish what you start. Drops, missed follow-ups, and “I’ll get to it” tabs are the failure mode this role is built to prevent
• Native or near-native English. Comfortable overlap with Eastern Time business hours for the bulk of your meetings

Why this role

• You own the relationship with our largest established-brand accounts. Estée Lauder, John Varvatos, Jack & Jones, Tadashi Shoji, plus the next tier of mid-market ecommerce names on Shopify, BigCommerce, and Magento
• The CS function is being built from the ground up. You have real input on what the playbook becomes
• Real autonomy over your portfolio. You decide what to test, when to push, when to hold. Weekly syncs, not daily check-ins
• You partner with a dedicated Implementation Manager so the technical execution stops being the bottleneck on the strategy
• Fully remote, work from anywhere. We have no office and no plans to open one

Not a fit if

• You’re not technical at all. You can’t follow a GA4 setup, debug a tracking issue, read JavaScript tracking code, or coordinate a technical fix with engineering. The role is mostly strategy and relationship, but the floor for technical fluency is real
• You want a finished playbook handed to you. The work is yours to shape; we have data and tooling, not a 50-page CSM bible
• You expect a structured corporate environment. We’re 16 people, all remote, async-first, light on process by design
• You want pure relationship work. The merchants on your book will judge you on whether their numbers move, not on whether the meeting was pleasant
• You need full-time employee benefits (healthcare, parental leave, equity). This is a contractor engagement, not employment. PTO is unlimited; the gaps are healthcare, parental leave, equity
• You only want to work with one platform. Our customers span Shopify, BigCommerce, Magento, Salesforce Commerce, and WooCommerce. You’ll work across all of them