Customer Success Manager

Role Type: Full-Time Work Location: Remote (Toronto, Canada)<br><br>Reports to: Head of Customer Success<br><br>Work Authorization: Candidates must have legal authorization to work in Canada at the time of hire. CWILL is not able to provide visa sponsorship at this time.<br><br><strong>About CWILL<br><br></strong>CWILL (pronounced "quill") is a post-purchase and retention suite built for Shopify brands. We help merchants reduce support tickets, recover lost revenue from returns, and turn one-time buyers into loyal fans — with tools purpose-built for every touchpoint that follows the sale.<br><br>www.cwill.com<br><br><strong><strong>The Role<br><br></strong></strong>CWILL is hiring a Customer Success Manager to support and grow relationships with eCommerce merchants using our post-purchase and retention products.<br><br>You will work closely with merchants to help them get the most out of CWILL — from onboarding through ongoing adoption. You'll resolve issues, monitor account health, surface customer feedback, and collaborate with internal teams to make sure merchants are successful. This is a hands-on, customer-facing role where no two days look the same.<br><br>The ideal candidate is customer-obsessed, a clear communicator, and comfortable working in a fast-moving startup where some processes are still being built. You don't need to have all the answers — you need to be resourceful, follow through, and genuinely care about merchant outcomes.<br><br><strong>What You'll Do<br><br></strong><strong>Onboarding &amp; Adoption<br><br></strong><ul><li> Guide new merchants through onboarding, including setup, product configuration, and early best practices across CWILL's suite of tools</li><li> Help customers adopt features across order tracking, returns, shipping protection, reviews, loyalty, and retention workflows</li><li> Identify early adoption risks and proactively help customers reach value faster</li><li> Maintain onboarding checklists, templates, and enablement materials for common customer segments<br><br></li></ul><strong>Account Management &amp; Retention<br><br></strong><ul><li> Manage a portfolio of SMB merchants as their main point of contact</li><li> Monitor account health, product usage, and renewal or churn signals</li><li> Run regular customer check-ins and performance conversations focused on outcomes</li><li> Support upsell, cross-sell, and renewal opportunities by flagging customer needs to the team<br><br></li></ul><strong>Support &amp; Issue Resolution<br><br></strong><ul><li> Triage customer issues, coordinate with internal teams, and communicate clearly with customers through to resolution</li><li> Identify repeat support themes and flag them as product feedback or help center improvements</li><li> Maintain high standards for responsiveness, follow-through, and documentation<br><br></li></ul><strong>Insights &amp; Collaboration<br><br></strong><ul><li> Capture customer feedback, feature requests, and competitive insights from daily merchant conversations</li><li> Share customer context with Product and Marketing to inform roadmap and content priorities</li><li> Keep CRM records, account notes, and lifecycle stages accurate and up to date<br><br></li></ul><strong>Requirements<br><br></strong><strong><strong>What We're Looking For<br><br></strong></strong><ul><li> Bachelor's degree or equivalent practical experience</li><li> 2+ years of experience in Customer Success, Account Management, Support, or a related customer-facing SaaS role</li><li> Experience working with B2B SaaS customers; eCommerce, Shopify ecosystem, DTC, or retention software experience is a plus</li><li> Strong written and verbal communication skills — you can explain product value clearly, resolve conflict calmly, and build trust with customers</li><li> Organized and reliable, with the ability to juggle multiple accounts and priorities without dropping the ball</li><li> Comfortable using CRM and support tools such as HubSpot, Intercom, Zendesk, Gorgias, or similar platforms</li><li> Self-starter who can operate independently in a startup environment where not everything is documented yet<br><br></li></ul><strong><strong>Nice to Haves<br><br></strong></strong><ul><li> Direct experience with Shopify merchants or Shopify apps</li><li> Familiarity with post-purchase, returns, order tracking, loyalty, reviews, or retention products</li><li> Experience supporting SMB or founder-led eCommerce brands</li><li> Basic data skills in Excel, Google Sheets, or HubSpot reporting</li><li> Bilingual in English and Mandarin Chinese — helpful for collaborating with our global teams<br><br></li></ul><strong>Benefits<br><br></strong>Starting Pay: 60-80K + Commission, depends on experiences, open to negotiation<br><br>401(k)<br><br>PTO<br><br>Paid Holidays<br><br>Insurance<br><br><em>CWILL is an equal opportunity employer. We evaluate candidates on the skills and track record the role requires, and welcome applicants from all backgrounds.</em><br/><br/>Please mention the word **CHIC** and tag RMmEwMTo0Zjk6NmE6MTY2YTo6Mg== when applying to show you read the job post completely (#RMmEwMTo0Zjk6NmE6MTY2YTo6Mg==). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human.