Friendbuy Enterprise CSM, Strategic
About the Role:
Friendbuy’s Customer Success team is hiring an experienced and self-driven Enterprise Customer Success Manager to lead loyalty and referrals strategy for ~30 Enterprise-level accounts. In this high-impact role, you’ll partner with some of the most innovative brands in e-commerce, aligning our platform with their customer acquisition and retention goals.
You’ll own accurate revenue and renewal forecasting. You’ll align Friendbuy’s loyalty and referral solutions with customer goals through tailored success plans, build executive relationships, and identify growth opportunities across our platform.
This is a great opportunity for someone who thrives on solving complex marketing challenges, influencing senior stakeholders, and helping customers scale.
The ideal candidate will have 3–5 years of SaaS experience, with a strong preference for those with a background in marketing technology.
This role is fully remote.
About Friendbuy:
Friendbuy is a leading SaaS platform specializing in loyalty and referral program software, helping e-commerce and omnichannel brands acquire new customers and to maximize customer lifetime value.
Our platform offers seamless integrations, customizable templates, and real-time analytics to optimize marketing campaigns.
We’re trusted by top-performing brands such as FIGS, Walmart, Away, and Athletic Greens - companies that value performance, scale, and strategic flexibility.
Friendbuy empowers marketers and growth teams to unlock the full potential of their customer engagement strategies through loyalty and referral channels that consistently outperform traditional paid marketing.
Role Overview: What You’ll Accomplish
● Own a portfolio of ~30 high-value enterprise accounts, ensuring the successful implementation, optimization and measurable impact of loyalty and referral programs.
● Build deep relationships with senior stakeholders, serving as a trusted strategic advisor who understands their goals and champions long-term value creation.
● Partner cross-functionally with Sales, Product, and Marketing to drive customer satisfaction, program adoption, and platform stickiness.
● Leverage performance data and behavioral insights to identify opportunities for expansion, increased ROI, and program improvements.
● Lead quarterly business reviews and strategic planning sessions to align on performance outcomes, upcoming initiatives, and growth opportunities.
● Occasional travel (~10%) for conferences and client visits.
Qualifications:
● 3–5 years of experience in a SaaS environment, preferably in marketing technology or customer engagement platforms.
● Demonstrated success managing enterprise-level accounts, driving adoption, retention, and measurable customer outcomes.
● Excellent communication and relationship-building skills, with the ability to influence and align cross-functional teams.
● Proven ability to lead executive-level conversations and align senior stakeholders around long-term value with Friendbuy.
● Analytical mindset with fluency in performance data, leveraging insights to inform strategic decisions.
● Experience working with (or for) one of Friendbuy's strategic partners is highly desirable.
● Skilled in negotiation and objection handling, with a focus on crafting win-win pricing strategies that drive retention and growth.
Compensation & Benefits:
● Base Salary: $110,000/year
● On-Target Earnings (OTE) Bonus: $10,000/year
● Healthcare, 401k
Hiring Process:
Our comprehensive hiring process ensures a mutual fit and includes:
1. Initial screening interview.
2. 1:1 meetings with members of the Friendbuy Customer Success and supporting team members, in order to assess personality and professional alignment.
3. Successful completion of a case study to demonstrate problem-solving and strategic thinking abilities.
Location
This position is open to candidates based in the United States. Friendbuy does not currently offer visa sponsorship.