Founding Customer Success Manager

At Bustem, we’re building AI powered brand protection for eCommerce brands . In less than twelve months, we’ve scaled to over $2M in revenue and partnered with more than 150 top e-commerce brands, including Comfrt Clothing, Plunge, Primal Queen, and Jones Road Beauty.

Our mission is simple but bold: protect the world’s best brands from counterfeiters and infringers through AI-driven detection and expert human enforcement.

We’re growing fast and looking for a Customer Success Lead to help us take our client experience to the next level.

The Role:

Your North Star: maximize customer satisfaction and retention while reducing churn.
As Bustem’s Customer Success Lead, you’ll own the customer journey end-to-end - from onboarding to retention - and play a pivotal role in scaling how we deliver and communicate value. You’ll manage, coach, and empower our global enforcement team while building processes that make our customers feel supported, protected, and heard.

You’ll be both strategic and hands-on: capable of designing the playbooks, systems, and reporting that make customer success scalable - but also ready to dive in, work closely with strategic accounts, run QBRs, and get your hands dirty when needed.

What You’ll Do:

• Lead and develop our team of Enforcement Specialists - train them on new regulations, run 1:1s, and ensure they’re equipped to deliver consistent, high-quality results.
• Own the customer experience: from onboarding to renewals, ensuring smooth handoffs, proactive communication, and high client satisfaction.
• Build scalable success playbooks - QBR templates, check-in cadences, and automation that helps communicate Bustem’s value to every client.
• Analyze and reduce churn by identifying risks early and implementing win-back or retention tactics.
• Collaborate cross-functionally with Product, Sales, and Ops to represent the customer voice and drive continuous improvement.
• Be the face of customer success - a trusted partner for brands relying on Bustem to protect their reputation.

What We’re Looking For

• 2–5 years of experience in Customer Success, Strategy, or Operations - ideally at a startup or high-growth SaaS company.
• Experience building and running processes, playbooks, or onboarding systems from scratch.
• Strong communication skills - comfortable speaking with C-level clients and internal teams alike.
• A self-starter who thrives in fast-paced environments and is willing to go above and beyond for customers.

Why Join Bustem

• Opportunity to build the Customer Success function from the ground up.
• Work directly with the founding team at a company growing faster than most startups ever do.
• Be part of something special - protecting brands people love and making a real impact in the e-commerce world.

Interested?

→ Send your LinkedIn or resume to [email protected] with the subject line: “Customer Success Lead”