Customer Success Manager

•US Market

TABO E-COMMERCE LLC

Orange, CA Job Details Full-time | Contract $85,000

•$120,000 a year 12 hours ago Benefits Work from home stipend Stock options Health insurance Dental insurance 401(k) Paid time off Work from home Vision insurance 401(k) matching Qualifications Managing customer accounts Customer communication Customer relationship building Shopify Account development E-commerce Managing clients in a customer support role Customer relationship management Managing projects Account management Project leadership

Full Job Description Travel:

Approximately 20-30%

Employment:

Full-Time About Xcotton Xcotton is building the next generation of post-purchase protection for global e-commerce brands. We provide embedded insurance and protection solutions for DTC and cross-border merchants, including Shipping Protection, Return Assurance, and Extended Warranty , integrated directly into checkout through Shopify and other e-commerce platforms. Xcotton is licensed across the U.S., Hong Kong, China, France, and the UK , is part of Shouhui Group , a Hong Kong publicly listed company, and is backed by AIG .

Our advantage is simple:

compliance-first, API-first, and built specifically for modern DTC and cross-border brands. The Opportunity We're looking for our first U.S. Customer Success Manager to help build and shape Xcotton's customer success function in the U.S. This is not a traditional support role. You'll own relationships with key e-commerce merchants after the sale—from onboarding and implementation to retention, expansion, and renewal. You'll work directly with merchant decision-makers while partnering internally with Product, Underwriting, Sales, and Operations. For someone who enjoys building relationships, solving problems, working with data, and helping customers grow , this is an opportunity to have real ownership at an early stage of our U.S. expansion. What You'll Do Own key merchant relationships — Serve as the primary post-sales partner for key accounts and build trusted, long-term relationships. Lead onboarding & implementation — Guide new merchants through integration, setup, launch, and training. Drive retention & expansion — Identify renewal, upsell, and cross-sell opportunities while proactively reducing churn risk. Run business reviews — Use performance data and merchant insights to lead regular business reviews and recommend opportunities for growth. Monitor account health — Track adoption, performance, merchant satisfaction, and potential churn signals. Be the voice of the customer — Bring merchant feedback and market insights back to our Product, Underwriting, Sales, and Operations teams. Help build the function — As our first U.S. Customer Success hire, you'll help shape processes, playbooks, reporting, and the overall customer experience. What We're Looking For Required 3-5 years of experience in Customer Success, Account Management, Strategic Accounts, or a similar client-facing role Experience working in e-commerce, SaaS, logistics, fintech, insurtech, or related industries Experience managing mid-market, enterprise, or key merchant accounts Strong relationship-building, communication, and project management skills Comfortable using data to identify account opportunities and risks Ability to manage multiple stakeholders and projects independently Legally authorized to work in the United States Nice to Have Experience with shipping protection, returns, warranties, embedded insurance, or post-purchase solutions Familiarity with Shopify and the DTC e-commerce ecosystem Experience working with cross-border brands Experience working across U.S. and Asian markets or teams Experience joining an early-stage U.S. team or helping build a Customer Success function

Compensation & Benefits Base Salary:

$85,000

•120,000

Target Bonus:

$10,000

•25,000+ based on retention and expansion performance

OTE:

$95,000

•145,000+

Equity:

Stock option package available Benefits include: Medical, Dental & Vision 401(k) match Home office stipend Flexible PTO Remote-first work environment Travel opportunities Direct exposure to U.S. and global leadership Final compensation will depend on experience, qualifications, and location. Why Join Xcotton? Build, don't just maintain. You'll be our first U.S. Customer Success hire and have a meaningful voice in how the function is built. Work with fast-growing e-commerce brands. You'll partner directly with DTC and cross-border merchants and help them improve their post-purchase experience. Strong foundation, startup-level ownership. Xcotton combines the speed and ownership of a growing U.S. business with the backing of an established public parent company and AIG. Your impact is measurable. Your work directly influences merchant retention, expansion, customer experience, and Xcotton's U.S. growth. Remote-first with real ownership. Work from anywhere in the U.S. while staying close to merchants and the leadership team. Ready to Build With Us? If you're excited about e-commerce, customer success, and building something from the ground up , we'd love to hear from you. Apply today and help shape Xcotton's customer experience in the U.S.

Pay:

$85,000.00

•$120,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off Vision insurance Work from home

Work Location:

Hybrid remote in Orange, CA 92866