Customer Success Manager

ABOUT THE ROLE CWILL is a post-purchase and retention suite built for Shopify brands. We help merchants reduce support tickets, recover lost revenue from returns, and turn one-time buyers into loyal fans - with tools purpose-built for every touchpoint that follows the sale. As a Customer Success Manager at CWILL, you will work closely with eCommerce merchants to support and grow their relationships with our products. WHAT YOU'LL DO As a Customer Success Manager, your primary responsibilities will include: Onboarding and Adoption: Guide new merchants through onboarding, including setup, product configuration, and early best practices across CWLL's suite of tools. Help customers adopt features across order tracking, returns, shipping protection, reviews, loyalty, and retention workflows. Identify early adoption risks and proactively help customers reach value faster. Account Management and Retention: 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. Support and Issue Resolution: Triage customer issues, coordinate with internal teams, and communicate clearly with customers through to resolution. Identify repeat support themes and flag them as product feedback or help center improvements. Maintain high standards for responsiveness, follow-through, and documentation. Insights and Collaboration: Capture customer feedback, feature requests, and competitive insights from daily merchant conversations. Share customer context with Product and Marketing to inform roadmap and content priorities. Keep CRM records, account notes, and lifecycle stages accurate and up to date. WHAT YOU'LL NEED To be successful in this role, you will need: - A 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; eCommerce, Shopify ecosystem, DTC, or retention software experience is a plus - Strong written and verbal communication skills - Organized and reliable, with the ability to juggle multiple accounts and priorities without dropping the ball - Comfortable using CRM and support tools such as HubSpot, Intercom, Zendesk, Gorgias, or similar platforms WHY REMOTE This role is based in Toronto, Canada, and can be performed remotely. Candidates must have legal authorization to work in Canada at the time of hire. CWLL is not able to provide visa sponsorship at this time. BENEFITS - Starting pay: $60,000 - $80,000 + commission, depending on experience, open to negotiation - 401(k) plan - Paid time off - Paid holidays - Insurance