Customer Success Manager

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

📋 Description

• Assist new merchants during the onboarding process, which includes setup, product configuration, and initial best practices using CWILL's array of tools.

• Facilitate customer adoption of features related to order tracking, returns, shipping protection, reviews, loyalty, and retention workflows.

• Recognize early adoption challenges and proactively support customers in realizing value more quickly.

• Maintain onboarding checklists, templates, and enablement materials tailored for various customer segments.

• Act as the primary point of contact for a portfolio of SMB merchants.

• Monitor account health, product utilization, and indicators of renewal or churn.

• Conduct regular customer check-ins and performance discussions focused on achieving outcomes.

• Assist in upsell, cross-sell, and renewal opportunities by identifying customer needs for the team.

• Address customer issues, collaborate with internal teams, and communicate effectively with customers until resolution.

• Identify recurring support issues and escalate them as product feedback or suggestions for help center enhancements.

• Uphold high standards for responsiveness, follow-through, and documentation practices.

• Gather customer feedback, feature requests, and competitive insights from daily interactions with merchants.

• Provide customer context to Product and Marketing teams to guide roadmap and content development priorities.

• Ensure CRM records, account notes, and lifecycle stages are accurate and consistently updated.

⛳️ Requirements

• Bachelor's degree or equivalent practical experience.

• Minimum of 2 years of experience in Customer Success, Account Management, Support, or a similar customer-facing SaaS position.

• Experience with B2B SaaS clients; familiarity with eCommerce, the Shopify ecosystem, DTC, or retention software is advantageous.

• Excellent written and verbal communication skills — capable of articulating product value clearly, resolving conflicts calmly, and establishing trust with customers.

• Highly organized and dependable, with the ability to manage multiple accounts and priorities effectively.

• Proficient in using CRM and support tools such as HubSpot, Intercom, Zendesk, Gorgias, or comparable platforms.

• Self-motivated individual who can work independently in a startup environment where documentation may be limited.

• Nice to Haves: Direct experience with Shopify merchants or applications. Familiarity with post-purchase processes, returns, order tracking, loyalty, reviews, or retention products. Experience supporting SMB or founder-led eCommerce brands. Basic data skills in Excel, Google Sheets, or HubSpot reporting. Bilingual in English and Mandarin Chinese — beneficial for collaborating with our global teams.

🏝️ Benefits

• Starting Pay: 60-80K + Commission, contingent on experience, negotiable

• 401(k)

• PTO

• Paid Holidays

• Insurance