Customer Success Manager

CWILL is a post-purchase and retention suite built for Shopify brands, helping merchants reduce support tickets, recover revenue from returns, and turn buyers into loyal fans.

Location: Remote (Toronto, Canada)

Salary: 60-80K + Commission, depends on experiences, open to negotiation

Responsibilities

• Guide new merchants through onboarding, including setup, product configuration, and early best practices across CWILL'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
• Maintain onboarding checklists, templates, and enablement materials for common customer segments
• 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
• 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
• 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

Requirements

• 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 — you can explain product value clearly, resolve conflict calmly, and build trust with customers
• 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
• Self-starter who can operate independently in a startup environment where not everything is documented yet

Benefits

• Starting Pay: 60-80K + Commission, depends on experiences, open to negotiation
• 401(k)
• PTO
• Paid Holidays
• Insurance