Guide Shopify merchants from install to launch
Run onboarding and implementation calls
Help merchants experience value quickly
Collaborate with internal teams (support, sales, marketing, product, etc.) when needed
Provide guidance on reviews, loyalty, and retention strategies
Join merchant calls when strategic support is needed
Turn merchant goals into actionable recommendations
Leverage merchant data to identify strategic opportunities and churn risks
Improve onboarding, enablement, and engagement programs
Build playbooks and workflows that make CS more scalable
Help improve lifecycle marketing
Identify what drives retention and expansion
Work closely with Sales, Support, Product, and Marketing
Share merchant insights to improve the product and CX

Requirements

Customer Success, onboarding, account management, or SaaS customer-facing roles
Ecommerce or Shopify experience is a strong plus
Experience leading customer calls and managing projects asynchronously
Clear communicator and strong relationship builder
Organized and able to manage multiple projects
Comfortable switching between technical troubleshooting and strategic advice
Curious about improving systems and processes
Experience with CRM and customer engagement tools (e.g., HubSpot, Customer.io)

Benefits

Work with a passionate, multinational and multi-talented group of tech enthusiasts who always go that extra mile
Work directly with company leadership
A fully remote company driven by deliverables, not hours
Comprehensive benefits package
Unlimited PTO
Grow and own your area
$650 home office set up allowance
$650 annual education budget
Employee Share Purchase Plan
RRSP Matching
Paid Parental leave (up to 12 weeks)

Applicant Tracking System Keywords

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

Hard Skills & Tools

customer successonboardingaccount managementSaaSproject managementtechnical troubleshootingstrategic advicelifecycle marketingdata analysisretention strategies

Soft Skills

clear communicatorrelationship builderorganizedmulti-project managementcuriouscollaborativestrategic thinkingproblem-solvingadaptabilitycustomer-focused