Hi! I'm Paula, the Head of Customer Success at Modash. 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.

Background & reason for hiring

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 CSM based in Europe 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.

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.

Scope of the role & example projects

Your job is simple to explain and hard to do well: be a partner to our customers as they build a successful influencer program using Modash.

You’ll work on two fronts: 1) you’ll help them make the program successful by aligning on goals, building a plan together, and learning what works through regular check-ins. 2) 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.

1. Own your portfolio of accounts

Own your portfolio of accounts

You will 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).

For each account, you’ll:

Build and maintain a clear success plan (what are we trying to achieve, what's next, when do we check progress)
Run regular calls. Your portfolio will primarily include customers in the European timezones. We have people already covering North America
Drive adoption of Modash features like Discovery, Campaigns, CRM, email outreach, Shopify integrations, and affiliate tracking
You own the expansion end‑to‑end, from spotting the need to shaping the proposal to getting the upgrade over the line
Own renewals and coordinate invoicing with Finance
Keep your portfolio organized: write clear recaps after every interaction and keep Vitally up to date

2. Onboard new customers

As soon as a customer buys Modash and is handed over from Sales, you’re their first real partner at Modash. You’ll:

Run a strong Sales → CS handover and align on goals for the next 30-90 days
Run onboarding calls to understand their team and workflow
Help them set up Modash (campaigns, integrations, and tracking)
Get them to first value fast (first creators found, first outreach sent, first campaign tracked)
Send a clear action plan and recap email with owners and timelines

3. Collaborate with Product, Sales, Support and Marketing

You’re the voice of the customer internally. That means:

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
You’ll connect the right customers to Product for deeper discovery, feature testing, and early feedback
You’ll coordinate with Sales on handovers and expansion opportunities
You’ll work with Support to elevate and resolve technical issues
You’ll work closely with Marketing to build customer‑facing resources (guides, webinars, templates), and make sure customers engage with them

The tools you’ll use

Vitally – our Customer Success CRM and source of truth for all accounts
Notion – our internal knowledge base for everything Modash
Intercom – customer support, newsletters, and in-app communication
Stripe – subscriptions, payments, and invoices
Retool – internal admin tool
FullStory – session recordings for debugging and understanding customer behavior
Calendly – scheduling customer calls

Requirements

Required skills and experience

You have 3+ years of experience in Customer Success, Account Management, or a similar customer-facing role
You communicate clearly in writing and on calls. You can write recaps and emails that are easy to follow and actually helpful
You’re organized and good at follow-through. You can manage a lot of accounts at once without things slipping
You think ahead and build a plan with customers, instead of only reacting when something goes wrong
You learn quickly and can become a Modash product expert fast
Your English is strong, both written and spoken
You take ownership. When you hit a roadblock, you keep going and find a way forward
You’re comfortable working in a startup environment where things move fast and change

Nice-to-haves

Experience working with influencer marketing teams, e-commerce brands, or in the creator economy
Familiarity with Shopify brands and how e-commerce teams work day to day
Experience with common CS and billing tools (for example: Vitally, Intercom, and Stripe)

Benefits

What we’re offering

Flexible working hours. We trust you to do your job, without anyone looking over your shoulder
Very strong compensation package = salary + stock options + bonus
Unlimited paid vacation time. If you’re happy & well-rested, you’ll do better work. Take the time you need to enjoy a balanced life
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
Personal development. When you grow, we benefit. If there’s a course, book, or conference that will help you upskill - we’ll cover it
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

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Modash

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