Own retention and expansion for ecommerce SaaS customers by managing a high-volume, low-touch portfolio and proactively identifying churn risks in a fast, automated environment.

Ownership: Manage renewal pipelines, forecast usage, and surface risk while driving adoption and upsell opportunities in the Growth segment.
Engagement: Maintain proactive touchpoints via inbox, chat, and office hours to sustain satisfaction and reduce churn.
Scope: Expand client product suites and stay aligned with market trends to deliver measurable retention and revenue outcomes.

Job Description

Responsibilities

Manage a high-volume, low-touch customer portfolio through shared inbox, live chat, and office hours — driving retention and satisfaction in a fast-paced, automated environment.
Drive retention and expansion by proactively identifying churn risks, managing cost-based objections, and collaborating cross-functionally to support upsell opportunities within the Growth segment.
Identify opportunities to expand the clients suite of Triple Whale products to satisfy their goals.
Develop and maintain a deep understanding of our products and the broader marketing landscape - staying up to date on industry trends and best practices
Analyze customer usage to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies
Contribute to the continued development and improvement of the Triple Whale Customer experience

Requirements

Previous experience supporting or servicing customers in the eCommerce marketing space is highly preferred, ideally within a SaaS environment
Prior SDR experience and high volume Customer Success or Customer Support experience highly preferred
Ability to thrive in a dynamic, fast paced startup environment
Superb written and verbal communication skills
Quick learner
Flexible, embraces change and new responsibilities
Excellent computer skills and tech savvy
Service-oriented, passionate about providing top notch service to our clients
Detail-oriented, capable of handling multiple responsibilities at once
Positive attitude, empathy, and high energy
Thrives in a collaborative team environment
Comfortable driving negotiation conversations to positive outcomes

Triple Whale

4.3 Glassdoor

Transform data complexity into profitable growth with the agent-powered platform built for faster, more confident decisions.

Founded in 2021

Columbus, Ohio, USA

249 employees (24 in marketing)

triplewhale.com

73% recommend to a friend

68% CEO approval

Traffic Signals

Monthly Visitors

1.3M

Monthly Google Ads Budget

$43.4K

Traffic Source Mix

16.6%

Direct

77.2%

Referral

Social

1.7%

Paid

0.5%

Headcount Trend

Current headcount: ~251

Marketing Team

Marketing Team Size

21 (8% of company)

Marketing Roles Posted (Last 30 Days)

Funding

Total Funding

$52.7M

Last Raise

$25M

Series B, 3 years ago

Funding History

Feb 2023
Series B • $25M
Mar 2022
Seed • $3.7M
Mar 2022
Series A • $24M

Recent News

Triple Whale Debuts Its Largest Product Update Yet: 35+ Tools to Help Brands Break Sales Records This Holiday Season

Sep 18, 2025 • PR Newswire

Triple Whale’s Moby AI Gets Things Done

Aug 22, 2025 • Practical Ecommerce

Holiday Headwinds: Triple Whale Forecasts Smaller Baskets, Rising Ad Costs, and a Retention-First Playbook for BFCM 2025

Aug 21, 2025 • PR Newswire

Responsibilities

Manage a high-volume, low-touch customer portfolio through shared inbox, live chat, and office hours — driving retention and satisfaction in a fast-paced, automated environment.
Drive retention and expansion by proactively identifying churn risks, managing cost-based objections, and collaborating cross-functionally to support upsell opportunities within the Growth segment.
Identify opportunities to expand the clients suite of Triple Whale products to satisfy their goals.
Develop and maintain a deep understanding of our products and the broader marketing landscape - staying up to date on industry trends and best practices
Analyze customer usage to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies
Contribute to the continued development and improvement of the Triple Whale Customer experience

Requirements

Previous experience supporting or servicing customers in the eCommerce marketing space is highly preferred, ideally within a SaaS environment
Prior SDR experience and high volume Customer Success or Customer Support experience highly preferred
Ability to thrive in a dynamic, fast paced startup environment
Superb written and verbal communication skills
Quick learner
Flexible, embraces change and new responsibilities
Excellent computer skills and tech savvy
Service-oriented, passionate about providing top notch service to our clients
Detail-oriented, capable of handling multiple responsibilities at once
Positive attitude, empathy, and high energy
Thrives in a collaborative team environment
Comfortable driving negotiation conversations to positive outcomes