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:
First, you’ll help them make the program successful by aligning on goals, building a plan together, and learning what works through regular check-ins. Second, 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
You'll 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 escalate 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