Customer Success Manager – Multi-Carrier Tracking API

CWILL

Customer Success Manager guiding merchants and developers through TrackingMore API integrations. Driving adoption, retention, and product feedback for CWILL’s eCommerce tracking suite.

Posted 8/19/2026full-timeRemote • 🇨🇦 CanadaJuniorMid-Level💰 CA$80,000 - CA$120,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in API onboarding, integration troubleshooting, and customer success management, with a strong focus on enhancing customer experience and driving business outcomes. Proficient in utilizing CRM tools and maintaining accurate documentation to support SMB and mid-market API customers.

Highest-signal resume keywords

API OnboardingCustomer Success ManagementCRM Tools ProficiencyIntegration TroubleshootingECommerce Experience

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

API Documentation ReadingBasic Data SkillsIntegration ChecklistsCarrier MappingWebhook Integration

Soft Skills

Clear CommunicationSelf-StarterProblem-Solving

Tools & Technologies

HubSpotIntercomZendeskGorgias

Industry Keywords

SaaSB2BLogisticsShipping TechnologyPost-Purchase

About the role

Key responsibilities & impact

Guide new customers through API onboarding, including API key setup, endpoint configuration, carrier mapping, and webhook integration
Work with merchants and development teams to ensure TrackingMore is integrated into order management or post-purchase workflows
Identify integration gaps and early adoption risks, helping customers reach their first successful tracking milestone
Maintain onboarding documentation, integration checklists, and enablement materials
Manage a portfolio of SMB and mid-market API customers as the main point of contact
Monitor API call volume, carrier success rates, error rates, and renewal or churn indicators
Run regular customer check-ins focused on tracking performance, carrier coverage, and business outcomes
Surface upsell, cross-sell, and renewal opportunities
Triage API performance, carrier data delays, webhook failures, and tracking accuracy issues, coordinating with engineering and carrier operations
Identify recurring support themes and route structured product feedback
Capture customer feedback, carrier coverage gaps, and competitive insights
Share customer context with Product and Engineering to inform roadmap and documentation improvements
Keep CRM records, integration notes, and account health data accurate and up to date

Requirements

What you’ll need

Bachelor's degree or equivalent practical experience
2–4 years in Customer Success, Account Management, or Technical Support, ideally at a SaaS or API-first company
Comfortable reading API documentation and troubleshooting basic integration issues
Experience working with eCommerce, logistics, or shipping technology is a strong plus
Clear written and verbal communicator, able to translate technical issues for non-technical stakeholders and vice versa
Self-starter comfortable in a fast-moving startup where processes are still being built
Experience working with B2B SaaS customers; eCommerce, Shopify ecosystem, DTC, or order tracking software experience is a plus
Comfortable using CRM and support tools such as HubSpot, Intercom, Zendesk, Gorgias, or similar platforms
Familiarity with post-purchase, returns, and order tracking products
Experience supporting SMB or founder-led eCommerce brands
Basic data skills in Excel, Google Sheets, or HubSpot reporting
Legal authorization to work in Canada at the time of hire

Benefits

Comp & perks

Commission
401(k)
PTO
Paid Holidays
Insurance