Reacher

Customer Success Manager

• Own onboarding for new subscribers and get accounts to first value quickly across creator search, outreach setup, Spark Codes, GMV tracking, and campaigns
• Run a structured onboarding sequence over the first 60 days
• Manage a portfolio of brand and agency accounts through regular check-ins and walkthroughs to drive adoption and expansion
• Monitor account health and act on churn signals, including win-back and retention outreach
• Run failed payment recovery and billing follow-up to protect MRR
• Analyze usage and subscription data to prioritize time and report on account health
• Capture customer feedback and feature requests, turn them into product asks, and track them through resolution
• Support Reacher Plus clients where managed service and software overlap
• Maintain accurate account context, notes, and next steps
• Join demo calls as the platform expert with the sales team when needed

Explore Customer Success Manager, Pro at Reacher. Review requirements and application details.

Customer Success Manager, Pro

• Own onboarding for new subscribers, driving accounts to first value across creator search, outreach setup, Spark Codes, GMV tracking, and campaigns
• Run a structured onboarding sequence over the first 60 days
• Manage a portfolio of brand and agency accounts through regular check-ins and walkthroughs
• Drive customer adoption and expansion
• Monitor account health and act on churn signals, including win-back and retention outreach
• Run failed payment recovery and billing follow-up to protect MRR
• Analyze usage and subscription data to prioritize account management activities and report on book health
• Capture customer feedback and feature requests, convert them into product asks, and track them through resolution
• Support Reacher Plus clients where managed service and software overlap
• Maintain accurate account context, notes, and next steps
• Join demo calls as the platform expert with the sales team when needed

Customer Support

• Own first response across in-app chat and VIP client channels including Slack, WhatsApp, and Lark
• Meet a 1-minute weekday first-response target and approximately 30 minutes on weekends across 100–150 tickets weekly
• Troubleshoot and resolve product issues involving automations, outreach, sample approvals, GMV Max, Spark Codes, integrations, and billing
• Maintain the Pylon queue with no more than 30 open tickets per person and complete 24-hour customer follow-ups
• Perform daily pipeline cleanup at the start and end of shifts
• Reproduce bugs and file complete engineering tickets in Linear
• Coordinate bug resolution across US and EU engineering hours and close the loop with customers
• Educate customers on platform features and best practices
• Maintain help-center articles and macros
• Identify frustrated or at-risk accounts, disputed charges, and cancellation intent and refer them to the CSM team
• Capture feature requests and friction patterns for product and customer success teams
• Provide VIP client channels with the same responsiveness and care as the in-app queue

Explore Customer Support Specialist at Reacher. Review requirements and application details.

Open roles

Customer Success Manager, Pro

Customer Success Manager, Pro

Customer Support Specialist