Customer Success Manager, Scale (Ecommerce)

TL;DR

Customer Success Manager, Scale (Ecommerce): Managing a broad portfolio of merchants to drive net retention and expansion using AI-powered tooling with an accent on risk mitigation and scalable engagement. Focus on identifying churn risks, running value consultations, and executing one-to-many adoption campaigns.

Location: Remote (USA)

Company

Reimagining eCommerce by enhancing search, discovery, and customer engagement through a standout suite of innovative apps.

What you will do

• Monitor account health signals across a large pooled book to prioritize outreach and mitigate churn risk.
• Conduct consultations with disengaged merchants to diagnose root causes and implement re-engagement strategies.
• Identify and qualify expansion and cross-sell opportunities, converting inbound signals into value consultations.
• Deliver one-to-many engagement through onboarding webinars, optimization roundtables, and adoption campaigns.
• Utilize AI tools to monitor accounts, triage inbound signals, and automate outreach drafting.
• Coordinate with Sales reps and high-touch CSMs for the hand-off of qualified expansion leads.

Requirements

• 1–3 years of experience in Customer Success or Account Management, ideally within an eCommerce SaaS environment.
• Strong commercial instinct to effectively identify risk and expansion opportunities.
• Proficiency with AI tools to optimize daily productivity and communication.
• High-velocity mindset capable of managing a shared inbox and making rapid judgment calls.
• Clear and efficient communication skills for running tight, goal-oriented consultations.
• Self-starter attitude with a focus on proactive problem-solving and reporting.

Nice to have

• Experience with Shopify or selling into the Shopify merchant ecosystem.
• Familiarity with CS platforms such as Vitally or Gainsight.
• Experience organizing and running webinars or group enablement sessions.
• Prior exposure to Product-Led Growth (PLG) motions.

Culture & Benefits

• Comprehensive medical, dental, and vision coverage.
• Employer-paid life insurance and income protection.
• Healthcare and Dependent Care FSA.
• 20 days of paid time off, plus paid sick leave and public holidays.
• Ongoing learning and development opportunities.
• Supportive, collaborative, and international team environment.