# Customer Success Manager

**Company:** [Rokt](https://hotfix.jobs/companies/rokt)
**Location:** Calgary, Canada
**Role:** Customer Success
**Salary:** CA$92k – CA$112k/yr
**Experience:** 1+ years
**Skills:** Account Management, Customer Success, Ecommerce, SaaS, Shopify, Data Analysis, AI Automation, Revenue Expansion, Retention Management, Cross-Functional Collaboration
**Posted:** 2026-09-04

> 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.

## Job Description

## 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.

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