Customer Success Manager, Growth jobs in United States
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Swap · 1 week ago

Customer Success Manager, Growth

positionUnited States
timeFull-time
remoteRemote
seniorityMid Level

Swap is the infrastructure behind modern agentic commerce, providing an AI-native platform for global operations. The Growth Account Manager will be responsible for driving retention, adoption, and expansion for a long-tail portfolio of customers, focusing on building scalable customer programs and collaborating with cross-functional teams to enhance customer experience.

E-CommerceFinanceSoftware

Responsibilities

Own a long-tail portfolio of customers, accountable for retention, product adoption, and net revenue growth
Build and run scalable 1-to-many customer programmes (office hours, webinars, lifecycle comms, playbooks) to drive outcomes efficiently
Deliver consistent customer health monitoring, identifying risk early and proactively executing churn prevention plans with Support and CS Ops
Identify expansion opportunities and run structured, repeatable upsell motions (including warm handoffs to Sales where relevant)
Drive product usage by guiding customers to best practices, helping them unlock value across Swap products, and improving activation
Create and maintain a simple operating cadence: segmented outreach, QBR-light check-ins for higher potential accounts, and structured follow-ups
Capture and synthesise customer feedback and trends, translating them into clear themes and actionable recommendations for Product and Ops
Keep CRM and reporting up to date, tracking key metrics (health score, renewal dates, adoption, risk reasons, expansion pipeline) and communicating performance

Qualification

SaaS experienceCustomer relationship managementCommercial instincts1-to-many motionsOperationally strongHubSpot / SalesforceProactive mindsetWritten communicationCross-functional collaboration

Required

Strong commercial instincts: confident driving renewals, reducing churn, and spotting expansion opportunities in a high-volume environment
Comfortable running 1-to-many motions and building lightweight systems that scale (segmentation, sequences, playbooks, templates)
Excellent written communication and the ability to simplify complex concepts into customer-friendly guidance
Operationally strong: organised, data-aware, and able to manage competing priorities without dropping details
A proactive, ownership-driven mindset: you take initiative, unblock problems, and follow through
Comfortable partnering cross-functionally with Support, Product, and Sales to get things done for customers

Preferred

Experience managing a portfolio of SMB / long-tail customers in SaaS, preferably in eCommerce, logistics, or operations tooling
Experience with tools like HubSpot / Salesforce, Intercom, Vitally (or similar), and a solid grasp of reporting fundamentals

Benefits

Competitive base salary.
Stock options in a high-growth startup.
Competitive PTO with public holidays additional.
Private Health.
Pension.
Wellness benefits.
Breakfast Mondays.

Company

Swap

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Swap Commerce provides an e-commerce operating system that helps online brands unify and manage their commerce operations.
dateFounded in 2022
location
London, England, GBR
people-size201-500 employees
web-link
https://www.swap-commerce.com

Funding

Current Stage
Growth Stage
Total Funding
$149M
Key Investors
ICONIQ GrowthQED Investors
2026-01-07Series C· $100M
2025-03-04Series B· $40M
2024-04-30Series A· $9M

Leadership Team

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Juan Pellerano-Rendón
Chief Marketing Officer
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Recent News

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Company data provided by crunchbase