Customer Success Manager
Core
Support and grow relationships with eCommerce merchants using post-purchase and retention products to reduce support tickets and recover lost revenue.
Role type
Customer Success Manager (SaaS)
Builds
Post-purchase and retention suite for Shopify brands
Domain
eCommerce / SaaS / Shopify ecosystem
Deliverable
product features
Required skills
Onboarding and adoption management, account health monitoring, issue triage and resolution, CRM management, stakeholder collaboration, data analysis
Preferred skills
Shopify ecosystem experience, post-purchase/returns/loyalty product knowledge, SMB support experience, bilingual English/Mandarin
Technologies
HubSpot, Intercom, Zendesk, Gorgias, Excel, Google Sheets
Responsibilities
Guide new merchants through onboarding and product configuration, manage a portfolio of SMB merchants as main point of contact, triage customer issues and coordinate resolutions, capture customer feedback and share insights with Product and Marketing teams
Seniority
Mid-level, hands-on IC