Customer Success Manager – SaaS for Shopify Merchants

About the role

We are looking for a Customer Success Manager to join a fast‑growing SaaS company that serves Shopify merchants. This fully remote position supports a large portfolio of customers, helping them adopt the product, improve retention, and achieve long‑term success while working closely with Product and Engineering teams.

Key responsibilities

• Manage a portfolio of 100+ customer accounts, providing strategic guidance and day‑to‑day support.
• Build strong relationships and act as the primary point of contact for each customer.
• Drive adoption, engagement, retention, and overall account health through proactive check‑ins, business reviews, and success planning.
• Respond quickly to customer inquiries and coordinate issue resolution across internal teams.
• Communicate customer feedback to Product and Engineering, report bugs, and identify improvement opportunities.
• Help improve onboarding, education, and success processes as the company scales.
• Maintain accurate customer records and ensure timely follow‑up on all interactions.

Required profile

• 3+ years of experience in Customer Success, Account Management, Technical Account Management, or a similar SaaS role.
• Proven ability to manage a high‑volume portfolio of accounts.
• Excellent written and verbal English communication (C1/C2 level).
• Comfortable working in fast‑moving startup environments with evolving processes.
• Strong organizational and time‑management skills.
• Availability to work during US Pacific Time business hours.

Required skills

• Shopify
• HTML
• CSS
• APIs