Customer Success Manager, Scale

Role Overview

Own a portfolio of growing eCommerce brands, using data and AI to identify areas of focus and drive customer outcomes. The role involves commercial conversations, data-driven decision-making, and a customer-first mindset.

What You Will Do

Drive customer outcomes by identifying what each merchant is trying to achieve, helping them adopt features and workflows, and spotting areas where they may be stuck or underusing the product.

Why It Might Be a Fit

The ideal candidate will have strong customer-facing experience, commercial conversation skills, and comfort using data to inform decisions. They will be proactive, collaborative, and customer-focused, with experience in a scaled, high-volume Customer Success model.

Requirements

• Strong experience in a customer-facing role, such as customer success, account management or sales
• Experience with Shopify or the wider eCommerce ecosystem
• Confidence in commercial conversations, from renewals and saves to upgrades
• Comfort using data to decide where to focus and what to do next
• Strong communication and stakeholder management skills
• A proactive, collaborative, customer-first mindset
• Experience in a scaled, high-volume Customer Success model
• Hands-on use of AI tools in your day-to-day work

Benefits

• Medical, dental and vision coverage
• 401k
• 20 days PTO, plus paid holidays and sick leave
• Paid parental leave
• Your birthday and a Give Back Day off each year