Principal Customer Success Manager (Ecommerce)

TL;DR

Principal Customer Success Manager (Ecommerce): Developing the customer journey and operational playbooks for a new AI messaging product line with an accent on merchant adoption and strategic enablement. Focus on building repeatable success motions, influencing the product roadmap through data-driven insights, and upskilling the broader CSM team.

Location: Remote (Must be based in the US or Canada)

Salary: $117,000–$141,000 base plus variable compensation and equity

Company

AI messaging platform trusted by 20,000+ Shopify brands, backed by Greylock and Y Combinator.

What you will do

• Manage early merchants for a new product line to define and refine the ideal customer experience.
• Build documented, repeatable customer journey playbooks from implementation through expansion.
• Partner with enablement teams to create training resources and internal documentation for the CS org.
• Act as a bridge to the Product team, translating adoption friction into specific roadmap priorities.
• Leverage data-driven insights to help customers optimize their use cases and drive expansion.

Requirements

• 7+ years of experience in customer-facing CSM roles.
• Multi-channel marketing experience (SMS, email, or beyond) is a MUST.
• Proven experience building playbooks, onboarding programs, or training materials.
• Experience working within and scaling alpha/beta programs.
• Must be based in the US or Canada.
• Strong ability to navigate ambiguity and operate in high-growth environments.

Culture & Benefits

• Fully remote work environment since 2018.
• High-growth startup with significant opportunities for career impact and growth.
• Competitive compensation package including base, variable pay, and equity.
• Flexible paid time off.
• Comprehensive health, dental, and vision insurance.