Senior Customer Success Manager, Commercial

About The Role

Your role as a Senior Customer Success Manager, Commercial is to develop strong relationships with your merchants, provide strategic guidance, share industry best practices and insights, and ensure their satisfaction and growth on Shopify. Ultimately, you're their Shopify advocate and will help them grow their business on the Shopify platform and ecosystem.

Requirements for the role:

• Have Customer Success, client management, or relevant industry experience. You should be merchant-focused in all that you do.
• Experience driving customer value and retention and effectively managing and growing a book of business.
• Experience with cross-selling, upselling and strong product adoption abilities.
• Be a great problem solver and love to understand and dissect issues so that you can provide the best and right solution for your merchant. Experience with having hard conversations, asking questions, and holding the line.
• Have a strong technical aptitude and desire to learn the Shopify platform. You’ll need to know Shopify inside and out.
• Have experience working with multiple stakeholders and be comfortable and confident in establishing great relationships with all levels of stakeholders.
• Have a general understanding of ecommerce best practices. You'll be their main point of contact for all big-picture support.
• Have general knowledge of the ecommerce ecosystem and landscape. There are many moving parts and you need to see how they fit together.
• Be able to work cross collaboratively with other internal Shopify teams to advocate for merchants’ needs and requests.
• Be able to navigate complexity and work successfully in an environment of constant change, ambiguity, and with rapidly rising expectations. You understand how to prioritize the ‘big rocks,’ and are able to help your merchants to do the same.

It would be great if you also had experience with:

• Have a passion for commerce. Maybe you’ve built a store for a friend, or run your own business. You know what it means to be an entrepreneur and can share your learnings with our merchants.
• Have a good understanding of Digital marketing, Google Adwords, Facebook ads, and conversion marketing techniques.
• Enjoy working in a remote environment.

About Shopify

Opportunity is not evenly distributed. Shopify puts independence within reach for anyone with a dream to start a business. We propel entrepreneurs and enterprises to scale the heights of their potential. Since 2006, we’ve grown to over 8,300 employees and generated over $1 trillion in sales for millions of merchants in 175 countries.

This is life-defining work that directly impacts people’s lives as much as it transforms your own. This is putting the power of the few in the hands of the many, is a future with more voices rather than fewer, and is creating more choices instead of an elite option.

About You

Moving at our pace brings a lot of change, complexity, and ambiguity—and a little bit of chaos. Shopifolk thrive on that and are comfortable being uncomfortable. That means Shopify is not the right place for everyone.

Before you apply, consider if you can:

• Care deeply about what you do and about making commerce better for everyone.
• Excel by seeking professional and personal hypergrowth.
• Keep up with an unrelenting pace (the week, not the quarter).
• Be resilient and resourceful in face of ambiguity and thrive on (rather than endure) change.
• Bring critical thought and opinion.
• Put AI agents and tools to work on the tasks they're built for, and focus on the work only humans can do.
• Embrace differences and disagreement to get shit done and move forward.
• Work digital-first for your daily work.

We may use AI-enabled tools to screen, select, and assess applications. All AI outputs are reviewed and validated by our recruitment team.

Key skills/competency

• Customer Success Management
• Client Relationship Development
• Strategic Guidance
• E-commerce Best Practices
• Shopify Platform Expertise
• Customer Value & Retention
• Cross-selling & Upselling
• Stakeholder Management
• Problem-Solving
• Digital Marketing Acumen