Customer Success Manager (Ecommerce)

TL;DR

Customer Success Manager (Ecommerce): Managing a high-volume portfolio of Shopify merchants to drive retention and product adoption with an accent on relationship building and technical troubleshooting. Focus on building CS processes from scratch in a pre-seed environment and bridging the gap between customers and engineering teams.

Location: Remote (Brazil). Must be able to cover PST hours.

Salary: $2,000 – $4,000

Company

A product development firm embedding high-caliber professionals into innovative startups, currently partnering with a Shopify-focused loyalty and referrals platform.

What you will do

• Manage a book of 100+ Shopify merchants via dedicated Slack channels, handling strategy and daily support.
• Build strong customer relationships to drive feature adoption and retention strategy.
• Conduct proactive outreach and Quarterly Business Reviews (QBRs) to ensure merchant success.
• Collaborate with Product and Engineering teams to log feedback, surface bugs, and prioritize the roadmap.
• Develop and refine onboarding, training, and lifecycle processes for the platform.

Requirements

• 3+ years of experience in Customer Success or Account Management within a SaaS environment.
• Proven experience with Shopify, e-commerce, or loyalty/retention tools.
• Technical proficiency to tweak HTML/CSS and troubleshoot Shopify-related issues.
• Must be based in Brazil.
• Ability to cover PST (Pacific Standard Time) working hours.
• Strong communication skills for interacting with both CMOs and developers.

Nice to have

• Experience in early-stage startups, specifically building processes from scratch.
• Exposure to API troubleshooting or "vibe coding".

Culture & Benefits

• High-ownership role in a fast-growing, customer-obsessed pre-seed startup.
• Access to a network of high-caliber professionals through hirify.global.
• Culture of open communication, continuous learning, and professional growth.

Hiring process

• Hiring screen with hirify.global.
• Executive interview with hirify.global.
• Final interview with the hiring partner's leadership team.