Customer Success Manager

About Keen

At Keen, we don't just deliver services — we embed ourselves into the heart of our clients' businesses. From digital marketing and creative to customer experience, we craft bold, high-performance digital experiences for global brands.

Keen helps some of the most exciting U.S. and international brands scale smarter by embedding expert teams that drive results across marketing, creative, customer experience, and sales.

We're not a legacy BPO, agency, or staffing firm. We're a partner in growth — and that's where you come in.

About the Role

We’re hiring a Customer Success Manager to lead onboarding, training, and long-term success for SaaS platform users. You’ll act as the primary post-sales point of contact, helping clients adopt the platform, resolve issues, and get measurable value from their investment.

This role is ideal for someone who thrives in SaaS or MarTech environments, understands e-commerce workflows, and can confidently guide clients through technical and business use cases.

What You’ll Do

• Act as the main post-sales contact, ensuring seamless onboarding and customer success
• Guide new platform users through environment setup, product walkthroughs, and feature integrations
• Run onboarding sessions, product trainings, QBRs, and activation webinars to drive adoption
• Respond to client queries using best practices and FAQ knowledge, providing clear resolutions or escalating as needed
• Monitor customer usage, identify adoption gaps, and suggest actions that improve retention
• Surface upsell opportunities and feature adoption insights to sales/product leads
• Collaborate with product and engineering to share client feedback and inform roadmap priorities
• Maintain client documentation, FAQs, and knowledge bases to ensure scalable support
• Partner with marketing stakeholders to align platform capabilities with campaign and lifecycle needs
• Track all major interactions in task management/CRM systems to maintain visibility across the client journey

What We’re Looking For

• 4–5+ years of experience in Customer Success, Account Management, or Client Services in a SaaS environment
• Strong familiarity with Shopify and e-commerce platforms; experience with MarTech or CRM tools preferred
• Excellent communication skills for technical and non-technical stakeholders, including senior leaders
• Proven ability to manage onboarding and deliver live product training
• Strong problem-solving skills and the ability to operate with minimal oversight
• Experience with integrations, web-based platforms, and a general understanding of APIs (no coding required)
• Organized, proactive, and customer-centric, with a track record of improving activation and retention
• A self starter who can take ownership over the client success arm of the business with an ability to deal with nuance, ambiguity, and communicate with internal and external stakeholders

What’s In It for You

• Competitive compensation package
• Flexible work aligned to U.S. hours
• Collaborate with high-growth SaaS and e-commerce companies
• Professional development opportunities and exposure to cutting-edge platforms
• Birthday leave + development budget
• Be part of a global, client-focused team that values ownership and customer success