View on Remote OK
Roles
Compensation
USD 60000 - 80000
Starting pay 60-80K plus commission (depends on experience; open to negotiation). Includes 401(k), paid time off, insurance.
- Salary period
- yearly
- Bonus
- Commission
Benefits
- 401(k)
- Paid Holidays
- Insurance
- Starting Pay: 60-80K + Commission (depends on experience; open to negotiation)
Tech stack
Required
Nice to have
Location
Toronto, Toronto, Ontario, Canada
Work setup
- Employment
- full-time
- Level
- Mid-level
- Remote policy
- Remote (Toronto, Canada)
- Remote scope
- timezone-limited
- Visa
- Not able to provide visa sponsorship at this time.
- Authorization
- Candidates must have legal authorization to work in Canada at the time of hire.
Role details
Responsibilities
- Guide new merchants through onboarding, including setup, product configuration, and early best practices across CWILL's suite of tools
- Help customers adopt features across order tracking, returns, shipping protection, reviews, loyalty, and retention workflows
- Identify early adoption risks and proactively help customers reach value faster
- Maintain onboarding checklists, templates, and enablement materials for common customer segments
- Manage a portfolio of SMB merchants as their main point of contact
- Monitor account health, product usage, and renewal or churn signals
- Run regular customer check-ins and performance conversations focused on outcomes
- Support upsell, cross-sell, and renewal opportunities by flagging customer needs to the team
- Triage customer issues, coordinate with internal teams, and communicate clearly with customers through to resolution
- Identify repeat support themes and flag them as product feedback or help center improvements
- Maintain high standards for responsiveness, follow-through, and documentation
- Capture customer feedback, feature requests, and competitive insights from daily merchant conversations
- Share customer context with Product and Marketing to inform roadmap and content priorities
- Keep CRM records, account notes, and lifecycle stages accurate and up to date
Requirements
- Bachelor's degree or equivalent practical experience
- 2+ years of experience in Customer Success, Account Management, Support, or a related customer-facing SaaS role
- Experience working with B2B SaaS customers
- Comfortable using CRM and support tools such as HubSpot, Intercom, Zendesk, Gorgias, or similar platforms
- Strong written and verbal communication skills
- Organized and reliable; ability to juggle multiple accounts and priorities
- Self-starter who can operate independently in a startup environment where not everything is documented yet
- Experience supporting eCommerce merchants; Shopify ecosystem, DTC, or retention software experience is a plus
- Work authorization to work in Canada at the time of hire; CWILL is not able to provide visa sponsorship at this time
Application
Please mention the word **CHIC** and tag RMTM4LjIwMS4xMjYuMTgx when applying to show you read the job post completely (#RMTM4LjIwMS4xMjYuMTgx). 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.
- Portfolio
- not required
- GitHub
- not required
- Cover letter
- unclear
- Apply flow
- external
Company context
- Product
- post-purchase and retention suite built for Shopify brands
- Industry
- SaaS
Description
Role Type: Full-Time. Work Location: Remote (Toronto, Canada). Reports to: Head of Customer Success. 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. CWILL (pronounced "quill") is a post-purchase and retention suite built for Shopify brands. The Customer Success Manager supports and grows relationships with eCommerce merchants using CWILL’s post-purchase and retention products. Responsibilities include guiding onboarding and adoption (setup, product configuration, early best practices), helping customers adopt features across order tracking, returns, shipping protection, reviews, loyalty, and retention workflows, identifying adoption risks and helping customers reach value faster, maintaining onboarding checklists/templates and enablement materials, managing a portfolio of SMB merchants (account health, product usage, renewal/churn signals), running customer check-ins and performance conversations, supporting upsell/cross-sell/renewals by flagging customer needs, triaging and coordinating customer issues through to resolution, identifying repeat support themes and flagging for product feedback/help center improvements, capturing customer feedback/feature requests/competitive insights, sharing customer context with Product and Marketing for roadmap/content priorities, and keeping CRM records/account notes/lifecycle stages accurate. Requirements include a bachelor’s degree or equivalent experience, 2+ years of experience in Customer Success/Account Management/Support or related customer-facing SaaS roles, experience with B2B SaaS customers and eCommerce/Shopify ecosystem/DTC/retention software (plus), strong written/verbal communication, organization and reliability, comfort using CRM/support tools (HubSpot, Intercom, Zendesk, Gorgias, or similar), and ability to operate independently in a startup. Nice to haves include direct experience with Shopify merchants or Shopify apps; familiarity with post-purchase/returns/order tracking/loyalty/reviews/retention products; experience supporting SMB or founder-led eCommerce brands; basic data skills in Excel/Google Sheets/HubSpot reporting; bilingual English and Mandarin Chinese. Benefits listed: Starting Pay 60-80K + Commission; 401(k); Paid Holidays; Insurance.
Similar jobs
-
Loading similar jobs...