Job Description
Senior Customer Success Manager
Are you passionate about helping eCommerce brands thrive? Do you excel in building relationships, driving customer success, and shaping processes in a fast-paced startup environment? If so, we'd love to hear from you!
We are a growing SaaS company revolutionizing loyalty for eCommerce brands by enabling merchants to launch paid membership programs. Our team is made up of eCommerce veterans who understand the challenges merchants face and are dedicated to providing solutions that drive success.
As a Senior Customer Success Manager, you'll be a key player in onboarding our first 75 customers and ensuring they maximize the value of our platform. You'll not only act as a product expert but also provide strategic guidance to help merchants design and grow their paid membership programs. If you have experience in the Shopify ecosystem and thrive in a dynamic environment, this could be the perfect role for you!
What You'll Do:
Lead the onboarding process, ensuring merchants get up and running efficiently while tailoring solutions to their unique needs.
Strengthen merchant relationships, proactively identifying opportunities for growth and addressing potential risks to exceed retention goals.
Build and refine Customer Success infrastructure, including measurement tools, key performance indicators (KPIs), knowledge base resources, onboarding processes, educational content, and quarterly business reviews (QBRs).
Manage a portfolio of 50+ high-value merchants, providing strategic support to help them succeed.
Recruit, mentor, and develop junior team members as the department scales.
Maintain accurate records of merchant interactions, contacts, and activities within the CRM.
Collaborate closely with Product, Sales, Operations, and leadership to share merchant feedback and contribute to the overall company strategy.
Stay informed on industry trends, competitors, and best practices to enhance our approach and deliver value to merchants.
Serve as the primary advisor for merchants throughout their membership program lifecycle.
What We're Looking For:
Empathy: You put yourself in the merchants' shoes, anticipate their needs, and work proactively to support their success.
Accountability: You take ownership of your role and contribute to the efficiency and growth of the Customer Success function.
Adaptability: You thrive in a startup environment, embracing change and finding creative solutions to challenges.
Strong Communication Skills: You have excellent interpersonal, verbal, and written communication abilities, and you present ideas confidently.
Positive Attitude: You bring energy and enthusiasm to the team and foster a supportive work environment.
What You Bring:
5+ years of experience in eCommerce, digital marketing, or customer experience at a brand or agency.
Proven success in an early-stage or high-growth environment where you've played a role in building processes and best practices.
Confidence in presenting to stakeholders at all levels and an engaging communication style.
A results-driven mindset with a passion for winning and driving impact.
Experience with Shopify Plus and HubSpot CRM is a plus.
Why Join Us?
Competitive Salary + Bonus Potential - We recognize and reward your hard work.
Comprehensive Benefits - Health, dental, and vision coverage.
Fully Remote Work - Live and work anywhere in North America with reliable internet access.
Flexible Schedule - We value work-life balance and trust you to manage your time effectively.
Unlimited PTO - Take the time you need to recharge and bring your best self to work.
Growth Opportunities - Shape your own path as we scale and evolve.
Incredible Network - Gain access to a top-tier network of industry leaders through our leadership, investors, and advisors.
If you're excited about shaping the future of loyalty programs in eCommerce and want to be part of a dynamic, forward-thinking team, we'd love to connect!
Employment Type: Full-Time
Salary: $ 52,000.00 139,000.00 Per Year
Job Tags
Full time, Remote work, Flexible hours,