Triple Whale

Customer Success Manager

• Manage a high-volume, low-touch customer portfolio through shared inbox, live chat, and office hours — driving retention and satisfaction in a fast-paced, automated environment.
• Drive retention and expansion by proactively identifying churn risks, managing cost-based objections, and collaborating cross-functionally to support upsell opportunities within the Growth segment.
• Identify opportunities to expand the clients suite of Triple Whale products to satisfy their goals.
• Develop and maintain a deep understanding of our products and the broader marketing landscape - staying up to date on industry trends and best practices
• Analyze customer usage to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies
• Contribute to the continued development and improvement of the Triple Whale Customer experience

Customer Success Manager, Growth

Events

• Event coordination and execution: Assist in setting up, managing and tracking events from beginning to end. This includes scheduling, working with vendors, aligning goals and tracking performance.
• Content creation and management: Assist in the creation of content across social media platforms, blogs, email newsletters and more.
• Data collection, reporting and analysis: Gather data from events to be used in reporting event efficacy and success.
• Collaboration across departments: Work closely with sales, customer service and other teams to push monitor event initiatives.
• Event planning and coordination: Manage logistics, such as booking sponsorships, preparing briefs, ordering materials, handling travel arrangements and ensuring the necessary promotional materials are prepared.

Event Marketing Specialist

• Closely collaborate with Sales, Solutions Architects, and Support to provide maximum value for your clients, while retaining and growing revenue for Triple Whale.
• Revenue and renewal forecasting
• Understand customers’ goals, and implementing tailored success plans
• Drive executive level relationships, and identify opportunities to expand the clients suite of Triple Whale products to satisfy their goals.
• Gain the confidence of and cement relationships with clients throughout the entire lifecycle of the account including: Goal-setting, value delivery, account growth, new product adoption, and renewals
• Work independently to deliver a “consultant” perspective in all client interactions - creating customized success plans based on customers goals and challenges
• Develop and maintain a deep understanding of our products and the broader marketing landscape - staying up to date on industry trends and best practices
• Lead and present at client meetings, both in-person and over video conference
• Analyze customer usage to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies
• Lead discussions with clients to probe what new products they are interested in and what integrations they might need, and translate customer feedback into specific product requirements
• Contribute to the continued development and improvement of the Triple Whale Customer experience

Customer Success Manager, Mid-Market

• Lead, mentor, and grow a team of 5–8 Mid-Market CSMs, driving accountability for measurable retention and expansion outcomes.
• Foster a culture of continuous improvement by developing playbooks, refining CS processes, and sharing best practices.
• Drive your team’s adoption of AI-driven tools to anticipate churn and uncover expansion opportunities.
• Empower the team to achieve and exceed business retention and growth goals.
• Partner cross-functionally with Product, Sales, and Marketing to ensure alignment and advocacy for customer needs.
• Lead key elements of weekly, monthly, and quarterly business reviews, sharing progress, risks, and opportunities on CS initiatives.
• Own the retention forecast for Mid-Market customers, providing transparent reporting on risks and mitigation efforts.
• Serve as an executive sponsor for strategic customers when escalation or high-impact opportunities arise.

Manager, Mid-Market Customer Success

Product Marketing

• Own product launches and GTM strategy — Partner with Product on launches, create messaging that differentiates us, and build sales enablement materials (pitch decks, playbooks, training) that help teams close deals
• Become the market expert — Define and validate target audiences, run competitive analysis, and turn insights into positioning that cuts through the noise
• Build the content engine — Produce demo videos, webinars, use-case guides, and sales playbooks that shorten deal cycles and drive adoption
• Scale customer proof — Turn case studies from reactive to proactive so we always have fresh ROI stories across customer segments
• Connect features to the platform story — Make sure every launch ties back to the full value of Triple Whale, not just individual features
• Drive revenue impact — Work with sales, CS, and account management to push adoption of key features tied to bookings and expansion

Product Marketing Manager

Customer Success Manager, Enterprise

Product Manager

• Own Triple Whale’s incrementality product line, translating causal methods into practical tooling
• Design and ship experimentation system: geo split, PSA/ghost-style, audience holdouts, power analysis, pre-checks, CUPED-like variance reduction, and guardrails
• Provide cross-channel coverage and unify readouts across Meta, Google, TikTok, Pinterest, Snap, search/shopping, email/SMS
• Drive the design → run → readout → budget reallocation loop with time-to-insight as a primary metric
• Build an AI co-pilot to autocomplete test design, suggest sample sizes/durations, explain assumptions, and recommend budget shifts with confidence intervals
• Partner closely with MMM team to align causal and modeled views and build reconciliation guidance for users

Senior Product Manager, Incrementality

• Own the foundation of truth for media performance: Triple Whale Pixel, identity/events, and post-purchase survey data flowing into attribution models
• Partner with data science, engineering, and design to deliver accurate, privacy-aware measurement across Shopify and non-Shopify stacks
• Drive roadmap for MTA models (time-decay, position-based, Markov/Shapley-style), model calibration, and QA against ground truth
• Lead Pixel & ID Graph efforts: event schema, client/server capture, identity resolution (deterministic/probabilistic), cookie-constrained environments, anti-duplication, and p95 latency targets
• Instrument and optimize post-purchase surveys: instrumentation and bias-aware ingestion, UX to maximize completion without hurting conversion
• Ensure data quality & reliability: instrumentation, monitoring, backfills, replay, and alerting for event loss, duplication, and delay SLOs
• Oversee privacy & compliance: consent flows, hashing/PII handling, data retention, GDPR/CCPA/CPRA alignment, and platform policy adherence
• Shape AI Co-pilot features: explainable recommendations, automated anomaly detection, model selection suggestions, and “next dollar” guidance with guardrails
• Expand ecosystem integrations: Shopify, BigCommerce, WooCommerce, custom carts, server-side GTM, Segment/mParticle/RudderStack, and headless stacks

Senior Product Manager, Attribution & Pixel

• Lead Sonar Optimize, the server-side event forwarding and CAPI suite, maximizing downstream platform performance by delivering the right events, reliably, privately, and fast to Meta, Google, TikTok, Pinterest, Snap, and others.
• Own technical integrations end-to-end and build AI-assisted setup/validation that turns a complex task into a few confident clicks.
• Drive platform integrations: Meta CAPI, Google Enhanced Conversions/Consent Mode v2, TikTok Events API, Pinterest Conversions API, Snap CAPI—schemas, auth, versioning, and policy updates.
• Define pipelines & SLOs: Delivery success ≥ 99.5%, p95 end-to-end latency targets, idempotency/dedup (event_id), retries/backoff, and backfill.
• Oversee match & quality: Hashing/PII stewardship, field coverage (email/phone/zip), match-rate optimization without violating consent.
• Improve setup UX: Auto-mapping events, consent propagation, sandbox/test harnesses, real-time validation and “green checks” before go-live.
• Build AI Co-pilot: Guided setup, anomaly triage (“your Google EC match rate dropped 12% after X”), and auto-generated remediation steps.
• Expand beyond Shopify: Support BigCommerce, WooCommerce, custom carts, GTM server-side, Segment/mParticle/RudderStack, headless.

Senior Product Manager

Designer

• Design marketing assets across digital and print: landing pages, paid ads, social graphics, pitch decks, event collateral, internal docs, and more.
• Extend and evolve our visual identity across platforms with a cohesive, elevated, brand-consistent eye.
• Collaborate closely with creative and marketing leads to interpret strategy into visual storytelling.
• Work within (and help expand) our design system, Figma libraries, and brand templates.
• Take ownership of your projects from brief to execution, knowing when to move quickly and when to refine deeply.
• Keep quality high and turnarounds tight. Speed is part of your superpower.
• This role reports to the creative lead

• Lead SMB segment on CS Growth team, managing a scaled portfolio while acting as a team lead to drive ROI and operational innovation
• Own a portfolio of SMB customers, delivering high retention, adoption, and growth at scale
• Develop and execute 1:1 and 1:many engagement tactics using digital outreach, webinars, training, and data-informed campaigns
• Act as a player-coach: manage SMB book of business while mentoring and developing a team of CSMs
• Coach on scalable playbook deployment, churn mitigation, and expansion strategies
• Partner with leadership to shape SMB strategy and provide feedback loops to Product, Sales, and Operations
• Design and deploy AI-enabled workflows, playbooks, and reporting mechanisms to drive CS Growth efficiency
• Build and optimize internal agents and automation tools for proactive outreach, friction reduction, and opportunity identification
• Translate customer data into actionable insights for digital-first engagement and risk mitigation
• Partner closely with Sales, Product, Marketing, and Support to ensure alignment on customer goals and product enhancements
• Share customer insights that shape roadmap and inform GTM strategy