Note: The job is a remote job and is open to candidates in USA. Bustem helps e-commerce brands identify and address copycats, counterfeiters, scammers, and unauthorized sellers. The Customer Success Manager owns client relationships from onboarding through renewal and expansion, communicating enforcement outcomes and coordinating with the enforcement team to resolve issues.
Responsibilities
- Own the client relationship from onboarding through renewal and expansion
- Partner with the Enforcement Team Lead to understand how threats and takedowns are executed, tracked, and resolved
- Turn enforcement work into clear, outcome-driven client updates, including regular check-ins and business reviews
- Track account health, open cases, and approvals across your book; flag urgent issues and drive them through resolution
- Identify renewal or cancellation risk early and take action before it becomes churn
- Keep client context and documentation accurate, and surface feedback to improve team processes and communication
- Respond with same-day urgency and proactively anticipate client needs
Skills
- 5+ years of experience in customer success, account management, or a client-facing role
- Strong communicator who can translate technical or operational work into clear, client-ready updates
- Highly organized with the ability to manage a real caseload of accounts at once without needing to be chased
- Genuinely curious about the enforcement side of the business, not satisfied with a high-level summary
- Comfortable owning revenue outcomes — renewal, expansion, and churn — as your metric, not just satisfaction
- Ideally in brand protection or e-commerce
- A track record of being genuinely fast and reliable to reach — this role has zero tolerance for missed messages, slow replies, or going quiet on an account
Company Overview