Customer Success Manager

About Swym

Swym is the Customer Engagement Platform built on shopper intent. We help merchants unlock the full revenue potential of their existing traffic by capturing zero and first-party signals to deliver a personalized, frictionless shopping experience. Fueled by an accelerating shift to online retail, we are on an exciting growth path with close to 50,000 merchants across 100+ countries using our products. We work hard as a fully remote team, collaborate async in autonomous fashion, and take ownership of what we do. We operate at a significant global scale, but given the size of the opportunity ahead of us, we are just scratching the surface - there is plenty left to do.

Position Overview

We are looking for Customer Success Managers who are passionate about onboarding Enterprise customers quickly and efficiently, and ensuring they get the most value from our products. If the opportunity to work directly with thousands of merchants around the globe and help them craft a better shopping experience for their customers gets you excited, this might be just the role for you.

Key Responsibilities

• Customer Onboarding & Time-to-Value: Guide customers through app implementations with expert project management, driving rapid go-live and early value realization. Personalize the onboarding experience to align with each customer's unique goals and apply proven best practices throughout.
• Relationship Management: Maintain a consistent, high-value engagement cadence with your customer portfolio. Use merchant health signals to proactively reach out, ensuring every touchpoint is meaningful, data-backed, and drives genuine two-way dialogue.
• Data-Driven Decision Making: Analyze merchant health data to identify performance trends and at-risk accounts. Translate insights into targeted engagement and mitigation strategies that maximize customer value, reduce churn, and support ambitious retention goals.
• Product Expertise & Strategic Reviews: Serve as the go-to expert on our product's value proposition and latest releases. Lead business reviews and roadmap conversations, and also act as the voice of the customer- channeling product feedback to PLG and Marketing teams to inform future development.
• Feature Adoption: Develop and execute strategic adoption playbooks that connect product features directly to customer objectives. Track adoption metrics against benchmarks and guide customers toward the capabilities that deliver the most impact for their business.
• Sales Handover & CRM Hygiene: Own the handover process from Sales, ensuring full context transfer and that all customer contracts and details are accurately maintained and accessible in the CRM.
• Automation & AI Efficiency: Continuously look for repetitive manual tasks within the success workflow and leverage AI tools or scripting to automate them- freeing up time for higher-impact customer work.
• Cross-Functional Collaboration: Partner closely with Product, Support, Marketing, and Sales to stay ahead of renewal risks and contribute to accurate expansion forecasting. Show up as a reliable team player who elevates the broader customer success function.

Qualifications

• Technical Foundation: You hold a Bachelor’s degree in Computer Engineering (or a related technical field). An MBA is a major plus.
• E-commerce Expert: You have 3-5 years of experience in Customer Success or Support, with a direct focus on the e-commerce ecosystem (specifically Shopify).
• The Tech Stack: You are proficient with CRM systems (HubSpot) and have a strong affinity for web technologies including HTML, CSS, and JavaScript.
• AI Enthusiast: You are familiar with modern AI tools and have a track record of using them to improve productivity or automate workflows.
• Communication Pro: You have an excellent command of English and the tactical skill to handle difficult conversations with global stakeholders.
• Data-Driven: Analyzing and interpreting data to make strategic decisions is second nature to you.

Our Vibe - What We're All About

We're a close-knit crew that never forgot our scrappy startup roots. We're exploding with growth, and we're on the hunt for peeps who share our vision for shaping Swym's future. Our DNA is built on teamwork, personal growth, and striking the perfect work-life balance. We value work, but we cherish life's other adventures too. We're always leveling up, and trust among our team is sacred. Teamwork is our superpower, and we're all about lifting each other up to reach new heights. Our data-driven culture is all about making our customers the heroes of their own stories.

Benefits

• Remote Work: We're a remote-first company, offering flexibility and freedom.
• Time Off: Enjoy 20 days of PTO, 10 sick days, 12 wellness leaves, and 10 fixed holidays.
• Competitive Compensation: Competitive pay and stock options are available for all.
• Health & Fitness: We've got your health covered, including fitness classes for your well-being.
• Employee Wellness & Assistance Program: Your well-being matters. We've got you covered with professional counseling services, because we all need a little help sometimes.

Deal Breakers

We want to be upfront about what it takes to thrive at Swym:

• Passion for Impact: If you're not passionate about making a real impact on the future of e-commerce, this isn't the right fit.
• Eager to Learn: We expect you to be hungry for knowledge and growth, ready to learn and teach.
• Adaptable & Innovative: We don't do cookie-cutter roles; we need you to embrace ambiguity and redefine your role.
• Challenging Environment: This isn't a laid-back job. It's meant to be one of the most rewarding challenges of your career.

Interview Process

• Resume Screening
• Round 1 - Introductory Questionnaire
• Round 2 - Panel Call 1 - Introductory Call - 30 minutes
• Round 3 - Written Assignment + Presentation
• Round 4 - Panel Call 2 - 45 minutes
• Round 5 - Panel Call 3 - 45 minutes
• Round 6 - HR Call - 45 minutes

Conclusion

The Customer Success role isn't just a job; it's your invitation to be part of an epic journey at Swym. You'll be the catalyst behind our journey to greatness, and your impact will be legendary. If you're ready to seize the opportunity of a lifetime and help shape the future of e-commerce, this is your moment!

Key skills/competency

• Customer Success Manager
• E-commerce
• Shopify
• CRM
• HubSpot
• HTML
• CSS
• JavaScript
• AI Tools
• Project Management