Customer Success Manager

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

📋 Description

• Oversee a portfolio of more than 100 Shopify merchants, each having their own dedicated Slack channel — encompassing strategy, design, and daily support.

• Cultivate authentic relationships with customers, becoming their primary resource for retention strategies and feature adoption.

• Drive proactive outreach, conduct quarterly business reviews (QBRs), and manage daily triage to ensure merchants remain engaged and successful.

• Identify bugs, document feedback, and assist in prioritizing key issues for the product and engineering teams.

• Collaborate closely with Product and Engineering to refine onboarding, training, and lifecycle processes.

⛳️ Requirements

• Minimum of 3 years of experience in Customer Success, Account Management, or a comparable client-facing SaaS position.

• Comfortable navigating ambiguity, switching contexts, and managing a high volume of accounts.

• Excellent communicator — equally adept at discussing strategy with a CMO or troubleshooting an integration with a developer.

• Demonstrates technical curiosity: capable of tweaking HTML/CSS, reading documentation, or addressing Shopify-related issues.

• Familiarity with Shopify, e-commerce, or loyalty/retention tools is preferred.

• Located on the West Coast or able to accommodate PST hours.

🏝️ Benefits

• Genuine ownership over your work.

• Engaging and meaningful work experiences.

• A team that truly invests in the individuals who are building.