MobiLoud
Customer Success Manager (Ecommerce)
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About MobiLoud
MobiLoud helps established ecommerce brands turn their existing websites into iOS and Android apps, without rebuilding their product or maintaining a second system.
Our customers use MobiLoud to drive repeat purchases, recover abandoned carts through push notifications, and reduce their dependence on paid acquisition.
We’re a bootstrapped, profitable, remote-first SaaS company founded in 2013. We’ve published 2,000+ apps and have hundreds of active customers today, including Estée Lauder, John Varvatos, Jack & Jones, and Tadashi Shoji. Our team is 13 people, all remote and hands-on.
The role
You’ll be the main contact for about 30 to 50 established-brand accounts after launch and the onboarding handoff. We’ll measure your work by whether those merchants get more out of their app each quarter.
You report to the Customer Success Lead and work alongside them and one other customer success manager. The technical project manager and engineering team handle the technical work needed for the app growth plans you propose.
We’re responsible for the app, the push channel and the app growth plan. The merchant’s marketing team manages their email and SMS.
What you’ll do
- Plan how each merchant promotes the app at launch and gets existing customers to download it. Guide push opt-in flows and campaigns that encourage engagement and repeat purchases.
- Review performance with every account each month. Agree on a few concrete experiments for the next 30 days.
- Hold quarterly business reviews tied to the merchant’s app revenue targets.
- Identify opportunities to expand an account and handle those conversations. These include plan moves, add-ons, new integrations and new app functionality.
- Bring product feedback and requests for new functionality to the Customer Success Lead and engineering. Explain what the merchant needs and why.
- Keep account health, plan, expansion stage, renewal date and push performance current in the CRM.
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Who you are
- You have three to six years in customer success, account management or strategy at an ecommerce-focused agency, a retention agency or B2B software serving ecommerce.
- You understand app growth after launch: getting downloads from the existing customer base, push opt-ins, and push campaigns around promotions, product drops and cart recovery.
- You’re comfortable with numbers. You can read a funnel, calculate the impact of a change and explain the results to a merchant.
- You can follow an analytics setup, look at tracking code and work with engineering on a fix.
- You understand the ecommerce marketing tools a merchant already uses and how the app fits with them.
- You write clearly in email, chat and documents. Most of the work happens there.
- You follow through on what you start.
- You speak and write English at a native or near-native level. You can meet during Eastern Time business hours for most meetings.
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Why this role
- You’ll manage relationships with our largest accounts.
- You’ll help decide what goes into the customer success playbook.
- You decide what to test with your portfolio. You’ll have weekly meetings to review the work.
- Work remotely. We have no office.
- Set your own hours and take unlimited time off. Give notice when you’re out, that’s the only rule.
Not a fit if
- You’re not technical at all.
- You want a finished playbook handed to you.
- You expect a structured corporate environment. We work asynchronously with few processes.
- You want pure relationship work. Merchants judge your work by the results their apps produce.
- You need employee benefits such as healthcare, parental leave, or equity. This is a contractor engagement.
- You only want to work with one ecommerce platform. Our customers use several, and you’ll work across them.
How to apply
Apply through the form at https://www.mobiloud.com/jobs/cs-global/.
This is a remote contractor role, open globally with Eastern Time overlap.
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