Customer Success Manager

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

📋 Description

• Manage a portfolio of expanding eCommerce brands.

• Determine the objectives of each merchant and align product usage with those goals.

• Assist merchants in adopting features and workflows that deliver value.

• Identify merchants who are struggling, underutilizing the product, or not achieving expected outcomes.

• Conduct targeted consultations with actionable next steps.

• Re-onboard or redirect merchants when their initial setup is no longer effective.

• Monitor improvements in adoption rates.

• Track usage, engagement, customer health, and commercial activities.

• Prioritize accounts based on potential churn and overall impact.

• Understand the reasons behind merchant disengagement and facilitate recovery conversations.

• Oversee expansion efforts within the portfolio, including upgrades and cross-selling opportunities.

• Leverage AI tools to prioritize accounts, prepare for discussions, and take swift actions.

⛳️ Requirements

• Significant experience in a customer-facing capacity, such as customer success, account management, or sales.

• Familiarity with Shopify or the broader eCommerce landscape.

• Confidence in engaging in commercial discussions, from renewals and recovery to upgrades.

• Ability to utilize data to determine focus areas and next steps.

• Excellent communication and stakeholder management abilities.

• A proactive, collaborative, and customer-oriented approach.

• Experience within a scaled, high-volume Customer Success framework.

• Practical experience using AI tools in your daily responsibilities.

🏝️ Benefits

• Medical, dental, and vision insurance.

• 401k retirement plan.

• 20 days of paid time off, in addition to paid holidays and sick leave.

• Paid parental leave.

• A day off for your birthday and an annual Give Back Day.