Senior Customer Success Manager

Job Summary

Owning the financial health and strategic direction of a dedicated portfolio of managed brands, the full-time Senior Customer Success Manager will act as a strategic partner for leading e-commerce merchants, advising on subscription strategies and advocating for merchant needs within a remote environment.

Key responsibilities

• Manage a portfolio of 30 to 40 high-value accounts, focusing on growth and retention
• Provide expert consulting on subscription funnels and churn mitigation strategies to C-suite and leadership stakeholders
• Serve as the voice of merchants, collaborating with internal teams to shape product evolution and address complex issues

Required qualifications

• 4+ years of experience in strategic Customer Success, Account Management, or Consulting within the Shopify ecosystem
• Deep knowledge of the e-commerce subscription space and technical aspects of the Shopify platform
• Proven track record of managing multi-million dollar ARR portfolios and exceeding performance goals
• Exceptional skills in leading Executive Business Reviews and developing strategic plans
• Strong negotiation and communication skills for engaging with VP and C-suite stakeholders