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Customer Success

Customer Success Manager

  • United States
  • Remote
  • Full-time
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Base salary$80K–$100K + equity

Prove ROI fast, keep driving value, and retain a portfolio of ecommerce brands for the long term.

About Tie

Tie is building the identity and decision infrastructure for the next generation of commerce. As AI agents increasingly shape how consumers discover and buy products, brands need a new way to identify shoppers, predict their behavior and deliver truly personalized experiences. Tie is pioneering this category as Artificial Marketing Intelligence™ (AMI).

Built on a 280M+ consumer identity graph, our products (Tie ID, Tie Predict and Tie Priority) recognize who shoppers are, score who is ready to buy, and get brand emails into the primary inbox, making Klaviyo, Braze, Bloomreach, Shopify and the rest of the stack smarter without replacing any of it.

We have grown more than 2x year over year for the past 3 years, with 300+ customers including Caraway, Ridge, Aviator Nation, Mejuri, Nike Strength, Perry Ellis, Sharper Image and OluKai. Next, we are launching agentic identity, predictive intelligence and autonomous decisioning products that power one-to-one commerce across websites, AI agents and new shopping interfaces.

The role

Tie’s customers buy us to make more money from email and SMS. Your job is to make sure they do: prove ROI quickly, keep driving value, and retain the customer for the long term.

You will own a portfolio of customers through a structured, repeatable Customer Success motion. You will become an expert in Tie and in how each customer uses their ESP, usually Klaviyo, to drive revenue: their email and SMS programs, their most important flows, and where Tie can have the greatest impact.

This is not a traditional relationship-management role. Great CSMs are proactive, analytical and highly organized. They know where to focus their time, can quickly tell whether a customer is getting value, and turn Tie’s products into measurable results. You report to our VP of Customer Success and work closely with Implementation, Technical Support, Sales and Product.

What you’ll do

  • Own the health, value realization and retention of a portfolio of customers, through renewal.
  • Work alongside Implementation from day one to get new customers live and show measurable Proof of Value within their first 30 days. Implementation owns the technical work; you share the urgency to get to value fast.
  • Understand why each customer bought Tie, what they are trying to accomplish, and how success should be measured.
  • Learn each customer’s ESP setup and core email and SMS flows, analyze performance, and find where Tie can generate more incremental revenue.
  • Translate Tie’s performance into clear, measurable ROI, with specific recommendations customers can act on.
  • Train customers on their Tie products and help them build Tie into their ongoing lifecycle marketing strategy.
  • Run focused customer conversations on performance, ROI, recommendations and next steps.
  • Spot customers who aren’t seeing enough value or are at risk of churn early, and put a plan in place.
  • Bring customers who are a strong fit for more Tie products or a larger package to Sales.
  • Give Product structured feedback on common needs, friction points and opportunities, and partner with Technical Support when technical work is needed.

How we’ll measure you

  • Gross Revenue Retention across your portfolio, your primary metric.
  • Time to measurable Proof of Value for new customers.
  • Risk caught early, and a healthy, efficiently run portfolio, with human attention where it changes the outcome and Tie’s processes and tooling handling the rest.

You might be a fit if you

  • Have 1-2+ years owning customer relationships in SaaS, ecommerce, martech or another fast-moving customer environment.
  • Understand lifecycle marketing and how ecommerce brands use email and SMS to generate revenue.
  • Have worked in Klaviyo or another ESP and are comfortable reviewing flows and performance.
  • Turn performance data into clear, actionable recommendations, and connect results to incremental revenue and ROI.
  • Stay organized across a larger portfolio, and know which customers need your attention.
  • Write and speak clearly, and run focused, outcome-oriented customer conversations.
  • Take ownership and operate independently.
  • Are curious and want to become an expert in Tie, ecommerce marketing and our customers’ businesses.

Bonus points

  • You have deep Klaviyo experience, or have optimized email and SMS flows for an ecommerce brand or agency.
  • You have worked directly with Shopify and ecommerce brands.
  • You have martech, CDP, identity, personalization or customer-data experience.
  • You have managed a high-volume customer portfolio or a Proof of Concept / Proof of Value motion.

What we offer

  • Base salary of $80,000 - $100,000
  • Annual bonus of $15,000 - $25,000
  • Equity in Tie
  • Medical, dental and vision premiums covered for you and 50% for spouses / dependents
  • 401(k)
  • Flexible paid time off and company holidays
  • Fully remote within the US, with regular team time in person
  • A home office and equipment budget

Tie is an equal opportunity employer. We welcome applicants of every background and do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected characteristic.