Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Conduct onboarding calls to ensure a seamless transition for new customers.

• Manage the entire onboarding journey from initial setup to live deployment.

• Proactively engage with customers to enhance adoption rates, increase average order value, and improve retention.

• Identify opportunities for bundle expansions and upselling strategies, presenting them to merchants.

• Assist in configuring Amplify within customer Shopify stores and resolve common issues.

• Customize and implement Amplify utilizing HTML and CSS as necessary.

• Effectively communicate technical concepts to non-technical clients.

• Represent the customer's voice to Product and Engineering teams, highlighting bugs, gaps, and ongoing needs.

• Maintain thorough documentation of customer configurations, edge cases, and success strategies.

• Ensure customers feel assured, supported, and prepared to launch with Amplify.

⛳️ Requirements

• Exceptional written and verbal communication skills in English, with confidence in leading customer-facing Zoom meetings.

• Minimum of 2 years’ experience in customer success, account management, or a comparable customer-facing position.

• Proactive and self-motivated, reaching out before requests are made.

• Proven history of enhancing retention, adoption, or account growth.

• Strong attention to detail and the ability to work effectively in live customer settings.

• Customer-centric approach with patience and empathy.

• Capability to manage both live meetings and asynchronous tasks.

• Reliable internet connection and a quiet remote workspace.

• Availability that aligns with U.S. business hours.

• Proficient in HTML and CSS, whether writing it yourself or utilizing AI tools for assistance.

• Preferably experienced with Shopify, Liquid, or e-commerce storefronts.

• Previous experience in SaaS or e-commerce environments is advantageous.

🏝️ Benefits

• Competitive salary, with performance-based bonuses.

• Fully remote working environment with a collaborative and supportive team culture.

• Responsibility for customer onboarding and ensuring successful go-live experiences.

• Hands-on experience with Shopify and a rapidly growing SaaS solution.

• Established processes, training opportunities, and potential for advancement into senior onboarding or solutions positions.