About this role

Manage a book of 100+ Shopify merchants, each with their own Slack channel — spanning strategy, design, and daily support
Build genuine relationships with customers and become their go-to for retention strategy and feature adoption
Lead proactive outreach, QBRs, and daily triage to keep merchants engaged and successful
Surface bugs, log feedback, and help prioritize what matters most to the product and engineering teams
Work closely with Product and Engineering to shape onboarding, training, and lifecycle processes

3+ years in Customer Success, Account Management, or a similar client-facing SaaS role
Comfortable with ambiguity, context switching, and high-volume account management
Strong communicator — equally effective talking strategy with a CMO or debugging an integration with a developer
Technical curiosity: comfortable enough to tweak HTML/CSS, read documentation, or troubleshoot Shopify-related issues
Experience with Shopify, e-commerce, or loyalty/retention tools
Based on the West Coast or able to cover PST hours

Customer Success Manager

Key skills