Job Description
Senior Customer Success Manager (eCommerce SaaS - Remote)
Are you passionate about helping eCommerce brands grow and thrive? Do you have experience in customer success, loyalty programs, or digital marketing? If so, we'd love to hear from you!
We're a fast-growing SaaS startup transforming how eCommerce brands drive customer loyalty. Our platform enables merchants to launch paid membership programs, helping them build stronger, more engaged communities. Our team consists of industry veterans with deep experience across brands, agencies, and SaaS solutions—so we understand the challenges merchants face and are committed to helping them succeed.
We're looking for a Senior Customer Success Manager to join our growing team. As one of the first members of our Customer Success department, you'll play a key role in onboarding our first 75 customers and ensuring their long-term success. You'll be more than just a platform expert—you'll act as a strategic advisor, helping merchants optimize their membership programs, improve marketing efforts, and uncover new growth opportunities.
If you're familiar with the Shopify ecosystem, thrive in a fast-paced environment, and enjoy building processes from the ground up, this could be the perfect role for you!
What You'll Do:
Lead and optimize customer onboarding, ensuring a seamless and efficient experience while tailoring strategies to individual merchant needs.
Drive customer retention and growth, developing strong relationships with merchants and proactively addressing challenges.
Help build out Customer Success infrastructure, including measurement tools, key performance indicators (KPIs), knowledge bases, onboarding processes, educational content, and quarterly business reviews (QBRs).
Eventually, manage a portfolio of 50+ high-value merchants, providing strategic guidance and ensuring their continued success.
Recruit, lead, and develop junior Customer Success talent as the team expands.
Maintain accurate CRM records, ensuring all customer interactions and activities are documented.
Collaborate with Product, Sales, Operations, and Leadership to provide customer insights that shape future growth strategies.
Stay up-to-date with industry trends and competitor offerings, sharing insights with internal teams.
Act as the primary advisor and advocate for your merchants, guiding them throughout their membership program journey.
What You Bring:
5+ years of experience in eCommerce, digital marketing, or customer experience—whether at a brand, agency, or SaaS company.
Proven success in a startup or high-growth environment, where you've helped build and refine customer success strategies.
Exceptional communication and presentation skills, with confidence in engaging stakeholders at all levels.
A passion for driving results and helping customers succeed—you're proactive, strategic, and solution-oriented.
Shopify Plus and HubSpot CRM experience (a plus, but not required).
What Makes You a Great Fit:
Empathetic: You understand merchants' challenges, anticipate their needs, and are dedicated to their success.
Accountable: You take ownership of your role and are committed to building scalable, effective processes.
Adaptable: You thrive in fast-paced environments and embrace change with a problem-solving mindset.
Positive & Collaborative: You bring a strong team spirit, excellent communication skills, and a proactive attitude.
Perks & Benefits:
Competitive salary + bonus potential
Health, dental, and vision benefits
Fully remote role - Work from anywhere in North America with reliable internet access
Flexible schedule - We respect work-life balance and encourage autonomy in managing your responsibilities
Unlimited PTO - Take time off when you need it, and truly disconnect
Growth opportunities - Help shape the future of the company and advance your career
Access to an incredible network - Collaborate with industry experts, investors, and advisors
If you're excited about the opportunity to help shape the future of eCommerce loyalty programs, we'd love to connect! Apply today.
Employment Type: Full-Time
Salary: $ 52,000.00 139,000.00 Per Year
Job Tags
Full time, Remote work, Flexible hours,