Technical Customer Success Manager #2

Converge is building the definitive Growth OS: We help DTC Growth teams understand which marketing efforts drive profitable growth. We are the only platform combining best-in-class tracking with blended reporting and multi-touch attribution.

Our unique positioning has led to rapid growth in both number and size of customers. One of the secrets of our growth is that we invest heavily in customer success. Whereas our competitors see success as a cost center, we take pride in delivering expert martech and marketing reporting support throughout the entire customer lifecycle and we compensate accordingly.

Our strategy is paying off, with 200+ paying customers (including some of the most famous DTC brands) and strong investor backing (YC, General Catalyst, founders of Shipbob, Posthog, etc.). We are now looking for a senior Technical Customer Success Manager to help us scale to $10M+ ARR.

Responsibilities

• Be a marketing measurement expert: Advise customers on attribution, conversion tracking, and reporting strategies, positioning yourself as a trusted technical partner.
• Technical support: Investigate and resolve conversion tracking and attribution issues reported through all channels, including email, Slack and in-app.
• Onboard new customers: Own the customer onboarding end-to-end, driving them from initial implementation to real and lasting success.
• Drive renewals: Take full ownership of renewal conversations, mitigating churn risk and implementing proactive retention strategies.
• Champion customer needs: Surface trends and insights from collected customer feedback to the team at large to inform product roadmap.
• Activate: Maximize the adoption of our product features and provide proactive, regular recommendations to get more out of the platform.
• Expand customer contracts: Identify and execute expansion opportunities to increase account value.
• Lead strategic projects: Improve the support experience and feature adoption.

You will thrive in this role if you

• Have strong martech experience: Google Tag Manager, Meta Events Manager, Google Consent Mode and other pieces of the martech stack have no secrets for you.
• Are curious and technical: You love understanding complex products deeply. Bonus points if you already love JS debugging, sifting through network requests or reasoning over attribution logic.
• Thrive in ambiguity: You enjoy building processes from scratch and figuring things out without a playbook.
• Are commercially minded: You know how to uncover customer needs and tie solutions to real business value.
• Have advertising experience: You speak the language of a growth team, and have experience with Ads Managers, attribution and creative strategy.

This role is not for you if you

• Do not want to become an expert: Our customers choose us because we deeply understand their technical challenges.
• Prefer certainty over upside: There are no rigid and limited responsibilities here - we grant a lot of agency and expect a lot of accountability.
• Don't like working hard: This role demands more commitment and agency than a typical success role.
• Prefer remote over in-person: We believe being in-person helps us move faster.

What we offer

• Compensation: $155k - $217k + equity: 0.1% - 0.25%.
• Career-defining opportunity to build the U.S. success function and work with the world's best DTC growth teams.
• Private health, dental, and vision insurance.
• Pension & 401k contributions.
• Opportunity to work on a complex product that customers love - 35% of our users use us daily (!)

Interview process*

• Application: We're looking to see how your skills and experience align with our needs.
• Intro interview (30-min): Our goal is to learn more about what you are looking for in your next role, explore your motivations to join our team, why you would be a great fit, and answer questions about us.
• Culture interview (45-min): We will walk through your experience and background in detail.
• Case interview (1 hour): We will simulate a real customer situation.
• Offer If everyone’s aligned, we’ll move quickly to make you an offer.
• (*) can be done in 2 days, just flag to us that you want to do it fast.