---
title: 'Customer Success Manager at Cruva'
canonical: 'https://feeny.ai/job/customer-success-manager-cruva-los-angeles-t2tqhrzwn5n8'
type: 'job'
last_seen: '2026-09-12'
---

# Customer Success Manager at Cruva

- **Company:** Cruva
- **Location:** Los Angeles, CA
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-05-12
- **Last confirmed live:** 2026-09-12
- **Apply:** https://jobs.ashbyhq.com/cruva/ba6ec14b-b9eb-4057-9aea-a9e54925efa1

## Job description

## The Role

Cruva is the operating system for brands selling on TikTok Shop. Over 1,400 DTC brands use us to manage affiliate programs, find creators, run sample campaigns, and track GMV at scale. Our customers range from emerging labels to multi-nine-figure operations, including True Classic, Pixi Beauty, and QVC UK. Customer success at Cruva is not a support function. It is a growth function. The brands in our platform are moving fast, they have high expectations, and they need a partner who understands the platform deeply and can help them get results quickly. You will own the relationship between Cruva and a portfolio of customers from the moment they sign through their entire lifecycle on the platform.

## What You'll Do

- Lead onboarding for new customers: platform setup, training calls, and getting them to their first meaningful outcome as fast as possible.
- Manage ongoing relationships across a portfolio of brands, serving as their primary point of contact at Cruva.
- Own customer conversations across chat, email, and video. Be responsive, be clear, and follow through.
- Troubleshoot platform issues and coordinate with the product and engineering teams when something needs escalating.
- Identify patterns in customer questions and friction points, and bring that feedback into internal product and operations conversations.
- Monitor customer health across your book of business and get ahead of retention risks before they surface.
- Collaborate with sales on expansion opportunities when customers are ready to grow their usage.

## What You'll Bring

- Experience in customer success, account management, onboarding, or support within a SaaS environment.
- Strong written and verbal English communication skills.
- Comfortable leading customer calls and product training sessions.
- Organized, detail-oriented, and responsive under a real volume of customer activity.
- Familiarity with CRM and support tools.
- Experience with TikTok Shop, ecommerce, or creator economy platforms is a strong plus.

## Compensation

$70,000 to $100,000 base salary depending on experience, plus meaningful early-stage equity.

Location Remote (US or UK hours)

## About Cruva

## Company Overview
- **One-liner**: Cruva is the AI operating system for social commerce, helping brands scale TikTok Shop affiliate programs through creator discovery, automated outreach, and full-pipeline CRM.
- **Entity Type**: Private (funding stage not disclosed)
- **Headquarters**: Los Angeles, California, United States
- **Founded**: Not publicly available (rebranded from UPTK in October 2025)
- **Founders**: Sebastian Nelson (Co-Founder & CEO)

## Core Business
- Primary industry/industries: Social commerce, affiliate marketing, creator management, SaaS
- Target customers: B2B – brands and agencies running TikTok Shop (and soon multi-platform) affiliate programs, from early-stage to enterprise scale
- Mission or purpose statement: To become the operating system for creator-driven commerce, enabling brands to build and manage affiliate communities that drive measurable GMV and halo effects across channels.

## Products & Services
- **Cruva Platform**: A comprehensive SaaS suite that combines AI-powered creator discovery, automated multi-channel outreach, full-pipeline CRM, sample management, private creator communities, and halo effect attribution. It is an Official TikTok Shop Partner and integrates with Shopify.

## Market Standing
- **Valuation/Market Cap**: Not disclosed
- **Key Metric**: Over $47 million in cumulative GMV managed (as of October 2025); 233% year-over-year growth; serving 2,000+ brands
- **Notable Investors/Partners**: Official TikTok Shop Partner; no external investors publicly listed
- **Growth Signals**: 433% headcount growth YoY (from ~2 to 12 employees); expanding beyond TikTok Shop to Instagram Shopping, YouTube Shopping, and Amazon Influencer programs; 12% creator response rates (vs. 2% industry average); 65% sample-to-sale conversion rate

## Competitive Advantages
- Official TikTok Shop Partner status provides direct API access and trusted workflows.
- AI-native creator discovery using natural language queries and competitor signal analysis.
- Unique halo effect measurement that attributes GMV beyond direct clicks (branded search lift, paid ad CAC reduction, site traffic).
- Private creator community features (contests, tiered rewards, re-activation) that drive repeat posting and compounding content.

## Strategic Focus
- Multi-platform expansion: extending the platform beyond TikTok Shop to Instagram, YouTube, and Amazon influencer programs while maintaining core TikTok Shop strength.
- Scaling the platform to handle larger affiliate networks and deeper analytics without increasing team overhead.
- Continuing to improve AI discovery and automation to reduce manual work for brand teams.

## Why Work Here
- Rapidly growing startup (12 employees, +433% headcount growth YoY) offering significant ownership and impact.
- Remote/hybrid setup: offices in Los Angeles and the Philippines; likely flexible work arrangements.
- Culture described as fast-paced and results-oriented, with white-glove onboarding and dedicated customer success.
- Opportunity to shape the operating system for an emerging social commerce category alongside experienced leadership.
- Active job posting for Senior Marketing Manager at the time of research.

## Sources
1. [cruva.com](https://cruva.com/)
2. [linkedin.com](https://www.linkedin.com/company/cruva)
3. [apps.shopify.com](https://apps.shopify.com/cruva)
4. [markets.financialcontent.com](https://markets.financialcontent.com/wral/article/getnews-2025-10-23-tiktok-shop-automation-leader-uptk-rebrands-to-cruva-expands-multi-platform-vision)

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