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Customer Success Manager

3 weeks, 2 days ago
Canada
Full-time
Junior
Customer Success Manager
Customer and Technical Support
CRM E-commerce HubSpot Shopify
Apply Now
CWILL

CWILL

CWILL provides post-purchase and retention solutions specifically designed for Shopify merchants, aiming to enhance customer experiences and increase customer lifetime value through effective engagement strategies.

Professional Services
Founded 2014
View All Jobs 4

Description

  • Guide new merchants through onboarding, product setup, and early best practices.
  • Help customers adopt CWILL features across order tracking, returns, shipping protection, reviews, loyalty, and retention workflows.
  • Identify early adoption risks and proactively help customers reach value faster.
  • Maintain onboarding checklists, templates, and enablement materials for common customer segments.
  • Manage a portfolio of SMB merchants as their main point of contact.
  • Monitor account health, product usage, and renewal or churn signals.
  • Run regular customer check-ins and performance conversations focused on outcomes.
  • Support upsell, cross-sell, and renewal opportunities by flagging customer needs to the team.
  • Triage customer issues, coordinate with internal teams, and communicate through to resolution.
  • Capture customer feedback, feature requests, and competitive insights, and keep CRM records and lifecycle stages up to date.

Requirements

  • Bachelor's degree or equivalent practical experience.
  • 2+ years of experience in Customer Success, Account Management, Support, or a related customer-facing SaaS role.
  • Experience working with B2B SaaS customers; experience with eCommerce, the Shopify ecosystem, DTC, or retention software is a plus.
  • Strong written and verbal communication skills with the ability to explain product value, resolve conflict calmly, and build trust.
  • Organized and reliable, with the ability to juggle multiple accounts and priorities.
  • Comfortable using CRM and support tools such as HubSpot, Intercom, Zendesk, Gorgias, or similar platforms.
  • Self-starter who can operate independently in a startup environment where not everything is documented yet.
  • Direct experience with Shopify merchants or Shopify apps is a nice to have.
  • Familiarity with post-purchase, returns, order tracking, loyalty, reviews, or retention products is a nice to have.
  • Basic data skills in Excel, Google Sheets, or HubSpot reporting are a nice to have.
  • Bilingual in English and Mandarin Chinese is a nice to have.
  • Candidates must have legal authorization to work in Canada at the time of hire; CWILL cannot provide visa sponsorship.

Benefits

  • Starting pay of 60-80K plus commission, negotiable based on experience.
  • 401(k) retirement plan.
  • PTO.
  • Paid holidays.
  • Insurance.

Interested in this position?

Apply directly on the company website

Apply Now

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