Customer Success Manager
Own a portfolio of ecommerce merchant accounts, driving revenue expansion, retention, and partner outcomes through data-backed account management. The role requires at least one year of client-facing experience and strong ownership, communication, and analytical skills.
About the job
Responsibilities
- Own a book of ecommerce merchant accounts end to end, including relationship planning, account health, growth, and retention.
- Identify, build the case for, and close expansion opportunities across the product suite.
- Monitor account health, identify early risk signals, and take action to prevent churn.
- Lead data-backed optimization reviews and performance conversations with partners.
- Coordinate with Sales, Product, Design, and technical teams to resolve issues and advance partner outcomes.
- Use account performance data and AI-supported workflows to identify opportunities, prioritize actions, summarize conversations, and improve risk management.
Requirements
- 1+ years of experience in client success, account management, customer success, merchant success, customer support, business development, or a similar client-facing role.
- Strong ownership, initiative, and bias for action.
- Ability to use performance data to identify opportunities and support recommendations.
- Clear, credible communication skills, including the ability to translate complex data into actionable advice.
- Ability to work effectively in a fast-moving, high-growth environment.
Nice-to-haves
- Experience in ecommerce, SaaS, ad tech, or another high-growth environment.
- Experience with Shopify.
- Experience in the post-purchase or conversion space.
- Familiarity with AI and workflow automation.
Compensation and Benefits
- Target total compensation of $92,000–$112,000 CAD, including a fixed annual salary of $73,000–$87,000 CAD, employee equity, and benefits.
- Fully funded medical, dental, vision, life, short-term disability, and long-term disability insurance.
- Equity ownership, monthly wellness and cell phone allowances, catered lunch, and additional leave.
- Most teams work in the office at least four days per week.
Skills
Account Management, Customer Success, Ecommerce, SaaS, Shopify, Data Analysis, AI Automation, Revenue Expansion, Retention Management, Cross-Functional Collaboration
Similar jobs
Customer Success jobs
Prompt Health
Remote
Supports rehab therapy clients through onboarding, training, product adoption, support, and retention for a healthcare SaaS platform. Requires outpatient physical therapy experience, strong software skills, EMR familiarity, Excel proficiency, and excellent communication.
Thyme Care
Remote
Engages Spanish- and English-speaking cancer-care members through phone, text, and email, assessing needs and coordinating healthcare and community resources. The role requires at least two years of patient-facing navigation or coordination experience, strong communication skills, and success in a high-volume, metrics-driven environment.
Thyme Care
Remote
Engages oncology-care members through phone, text, and email, assesses health and social needs, and connects them with clinical, community, and financial resources. Requires at least two years of patient-facing care coordination or navigation experience and comfort working in a high-volume, metrics-driven remote environment.
Pearl
Remote
Manages relationships with dental practice customers, drives product adoption and value realization, troubleshoots issues, and supports renewals and account growth. Requires 2–3 years of customer success or solutions consulting experience plus dental practice experience and radiography knowledge.
Suger
Vancouver, Canada
Own strategic enterprise customer relationships from onboarding through renewal, driving adoption, retention, support, and expansion. The role requires at least three years of customer success or account management experience, strong project management, and effective cross-functional communication in a B2B SaaS or cloud environment.