Customer Success Manager – Multi-Carrier Tracking API

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

📋 Description

• Assist new clients in the API onboarding process, which includes setting up API keys, configuring endpoints, mapping carriers, and integrating webhooks.

• Collaborate with merchants and development teams to ensure that TrackingMore is effectively integrated into order management or post-purchase workflows.

• Recognize integration gaps and potential risks in early adoption, aiding customers in achieving their initial successful tracking milestone.

• Update and maintain onboarding documentation, integration checklists, and enablement resources.

• Serve as the primary point of contact for a portfolio of SMB and mid-market API clients.

• Track API call volume, monitor carrier success rates, error rates, and indicators of renewal or churn.

• Conduct regular customer check-ins to discuss tracking performance, carrier coverage, and business results.

• Identify opportunities for upselling, cross-selling, and renewals.

• Address API performance issues, carrier data delays, webhook failures, and tracking accuracy problems, coordinating with engineering and carrier operations teams.

• Detect recurring support issues and channel structured product feedback appropriately.

• Collect customer feedback, identify gaps in carrier coverage, and gather competitive insights.

• Provide context about customers to Product and Engineering teams to enhance the roadmap and improve documentation.

• Ensure CRM records, integration notes, and account health information are accurate and current.

⛳️ Requirements

• A Bachelor's degree or equivalent practical experience.

• 2 to 4 years of experience in Customer Success, Account Management, or Technical Support, preferably within a SaaS or API-first organization.

• Proficient in reading API documentation and troubleshooting basic integration challenges.

• Experience in eCommerce, logistics, or shipping technology is highly advantageous.

• Excellent written and verbal communication skills, with the ability to convey technical issues to non-technical stakeholders and vice versa.

• Self-motivated individual who thrives in a dynamic startup environment where processes are still under development.

• Background in working with B2B SaaS clients; familiarity with eCommerce, the Shopify ecosystem, DTC, or order tracking software is a plus.

• Comfortable using CRM and support tools such as HubSpot, Intercom, Zendesk, Gorgias, or similar platforms.

• Knowledge of post-purchase processes, returns, and order tracking products.

• Experience in supporting SMB or founder-led eCommerce brands.

• Basic data proficiency in Excel, Google Sheets, or HubSpot reporting.

• Legal authorization to work in Canada at the time of hire.

🏝️ Benefits

• Commission.

• 401(k).

• PTO.

• Paid Holidays.

• Insurance.