Deliver lasting value to merchants through trusted partnerships
As a Customer Success Manager, you'll be the primary point of contact for a portfolio of US-based Shopify merchants using our customer marketing platform. Your focus will be on ensuring long-term success by guiding onboarding, driving product adoption, and maintaining high satisfaction across every interaction.
What You’ll Do
- Manage a book of business with accountability for retention and Net Retention Revenue
- Monitor account health and respond promptly to churn signals in alignment with SLAs
- Lead quarterly business reviews, 90-day check-ins, and ongoing outreach based on customer lifecycle stages
- Collaborate with onboarding and support teams to ensure seamless transitions and timely resolution of inquiries
- Develop automated playbooks and campaigns to scale customer engagement
- Act as a strategic advisor, helping merchants understand and leverage new features and integrations
- Support expansion by demonstrating the full value of the platform and coordinating product demonstrations
- Stay current on product updates, merchant use cases, and integration ecosystems like Shopify, Klaviyo, and Google Shopping
- Work cross-functionally with engineering, support, and solutions teams to resolve technical or operational challenges
- Identify areas for process improvements and contribute insights to enhance team effectiveness
What We’re Looking For
- Minimum of 5 years in customer-facing roles within a SaaS environment
- Proven experience with retention strategies, churn prevention, and customer lifecycle management
- Strong written and verbal communication skills, with the ability to present confidently to stakeholders
- Self-driven with a bias for action, capable of managing multiple priorities in a fast-paced setting
- Empathetic, resilient, and committed to delivering exceptional service
- Familiarity with Shopify and related marketing tools is a plus
Our Values in Action
We operate with Extreme Ownership—taking initiative, solving problems, and delivering results without waiting for direction. We believe in Always Day One: moving quickly, learning from feedback, and adapting to change. Integrity, collaboration, and customer focus are central to how we work. If you thrive in environments where accountability meets agility, this role is designed for you.
