Customer Success Manager

Patrol is on a mission to help brands building on Shopify become more accessible and ADA compliant. As a Customer Success Manager, you will be the primary point of contact for customers, ensuring successful onboarding and ongoing value from the platform while collaborating with Engineering to address customer needs.

Responsibilities:

• Own the end-to-end customer journey, from post-sale onboarding through ongoing success and renewal
• Develop and execute tailored onboarding plans to help new customers quickly see value from Patrol
• Build strong, trusted relationships with key stakeholders at each top account, understanding their goals and challenges
• Monitor product usage, adoption, and engagement, identifying at-risk accounts early and taking proactive action
• Partner with Sales to identify upsell and cross-sell opportunities that align with customer needs
• Create and refine scalable success resources, playbooks, and processes to improve efficiency and customer outcomes for our different customer buckets (GMV based)
• Act as the customer advocate internally, providing feedback to Product and Engineering on feature requests and usability improvements
• Track and report on key customer success metrics, including adoption rates, NPS, retention, and expansion