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Sierra

Customer Success Manager

Sierra

Customer Success Manager responsible for client relations and retention strategies for Shopify merchants. Leading support and collaboration between teams while managing over 100 merchant accounts.

Posted 6/25/2026full-timeRemote • 🇧🇷 BrazilMid-LevelSenior💰 $2,000 - $4,000 per monthWebsite

Tech Stack

Tools & technologies
Switching

About the role

Key responsibilities & impact
  • Manage a book of 100+ Shopify merchants, each with their own Slack channel — spanning strategy, design, and daily support
  • Build genuine relationships with customers and become their go-to for retention strategy and feature adoption
  • Lead proactive outreach, QBRs, and daily triage to keep merchants engaged and successful
  • Surface bugs, log feedback, and help prioritize what matters most to the product and engineering teams
  • Work closely with Product and Engineering to shape onboarding, training, and lifecycle processes

Requirements

What you’ll need
  • 3+ years in Customer Success, Account Management, or a similar client-facing SaaS role
  • Comfortable with ambiguity, context switching, and high-volume account management
  • Strong communicator — equally effective talking strategy with a CMO or debugging an integration with a developer
  • Technical curiosity: comfortable enough to tweak HTML/CSS, read documentation, or troubleshoot Shopify-related issues
  • Experience with Shopify, e-commerce, or loyalty/retention tools
  • Based on the West Coast or able to cover PST hours

Benefits

Comp & perks
  • Real ownership
  • Meaningful work
  • A team that genuinely invests in the people doing the building

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools
HTMLCSScustomer successaccount managementSaaSretention strategyfeature adoptionbug trackingtriageonboarding
Soft Skills
relationship buildingcommunicationstrategic thinkingproblem solvingadaptabilitycontext switchingcustomer engagementproactive outreachcollaborationtechnical curiosity