Hue - Customer Success Manager

United States, Full-Time, Remote

Hue (poweredbyhue.com) is a fast-growing, venture-backed B2B SaaS e-commerce startup on a mission to help all shoppers feel represented in their online shopping journey, and was listed by Business Insider as one of 43 Startups to Bet Your Career On in 2025. Hue's technology embeds authentic video reviews on brands' DTC shopping websites, leveraging a community of 2000+ diverse micro content creators to generate UGC. Hue has significant wins with 80+ brands and retailers including Tatcha, REVOLVE, Tower28, Andie Swim, Credo Beauty, and more.

Hue was founded in 2021 by Harvard MBA classmates Janvi Shah (previously PM at Google), Nicole Clay (previously Director of Marketing at L'Oreal), and Sylvan Guo (previously Growth & Analytics at Tubi/Fox and Airbnb), who all experienced the pain point of struggling to find products that suit their skin tone and body type when shopping online. They went on to raise over $4 million in venture capital funding from Fika Ventures, Underscore VC, Sequoia Scouts, and more. They have been recognized as Forbes 30 Under 30, Inc FemaleFounders 200, Tory Burch Fellows, Google for Startups Accelerator, Entreprenista Career Pivot of the Year, and ELLE Future of Beauty.

Summary

We’re looking for a Customer Success Manager (CSM) to join our fast-growing team. You’ll manage a portfolio of client accounts - including leading DTC brands and retailers - working directly with key stakeholders to ensure successful onboarding, ongoing adoption, renewals, and expansion. As the face of Hue to our customers, you’ll be responsible for building deep relationships, delivering measurable ROI, and ensuring clients fully understand the value Hue brings to their organization.

This is a client-facing, high-impact role perfect for someone who thrives on solving problems, managing complex relationships, and driving business outcomes. Candidates with a background in customer success, account management, or eCommerce/marketing management at D2C brands are encouraged to apply.

What You'll Do

• Onboarding: You're the quarterback managing the internal and external stakeholders to get clients live on time. Lead kickoff calls and manage timelines for successful onboarding.
• Renewals & Upsells: You're the owner of the commercial relationship with the client. Proactively forecast renewals, identify upsell opportunities, and mitigate churn or downsell risks before they arise.
• Client Relationship Management: You'll map key stakeholders within accounts, ensure budget decision-makers are aligned on Hue’s value, and within key accounts, proactively expand relationships and identify cross-sell opportunities.
• Client Meetings: You will lead all client-facing meetings, from onboarding to post-launch check-ins, ensuring consistent alignment and value delivery.
• Metrics: You'll deliver monthly and quarterly reports in collaboration with the Data Analyst Intern to demonstrate performance and ROI.
  
  

We are looking for someone who is highly organized, proactive, and passionate about building strong client relationships in a fast-paced startup environment. This position is open to US based candidates and is a full time role.

Note: At this time, we do not sponsor applicants for work visas.

Must Haves

• Prior experience:
• 2–5 years of experience as a Customer Success Manager or Account Manager; OR prior experience as an eCommerce or Marketing Manager at a D2C brand
• Experience managing complex implementations, with strong problem-solving skills and ability to prioritize and deliver under tight timelines.
• Proven commercial experience in customer-facing roles managing renewals and upsells
• Excellent communication and relationship building skills in customer-facing roles
• Proficient in data analytics, with strong comfort handling metrics and reporting
• Strong preference for candidates with experience working in early-stage B2B SaaS startups
• You are:
• Curious and growth-minded, with a constant desire to improve
• Extremely detail-oriented, with the ability to rapidly process information and manage multiple projects in parallel
• Comfortable handling conflict, while keeping the customer’s trust and confidence
• Thrives in a fast-paced, rapidly changing startup environment
• Passionate about Hue’s mission and values
  

Nice To Have

• Experience working with eCommerce brands and retailers
• Technical skills such as basic web development (HTML, CSS, JavaScript) or familiarity with Shopify/ecommerce platforms
• Data analytics skills such as experience working with business intelligence tools like Mixpanel, Google Analytics, Tableau, Lookr, etc.
• Experience collaborating with Product and Engineering teams
  
  

EEO statement

Here at Hue, we strongly believe in the importance of inclusivity and are committed to promoting diversity, equity, and inclusion in the workplace. As a company founded on the principle of inclusivity by three women of color, Hue is proud to be an equal employment opportunity employer. We welcome and employ people regardless of their race, ethnicity, gender identity, sexual orientation, age, religion, marital status, disability, medical history, or other non-merit characteristics. Join us and help us build a company that thrives on authenticity and empowering each other.