{"id":327037,"date":"2026-07-07T00:00:00","date_gmt":"2026-07-06T23:00:00","guid":{"rendered":"https:\/\/www.remotetribe.life\/remotejobs\/job\/customer-success-manager-4\/"},"modified":"2026-07-07T00:00:00","modified_gmt":"2026-07-06T23:00:00","slug":"customer-success-manager-4","status":"publish","type":"job_listing","link":"https:\/\/www.remotetribe.life\/remotejobs\/job\/customer-success-manager-4\/","title":{"rendered":"Customer Success Manager"},"content":{"rendered":"<p>Role Type: Full-Time Work Location: Remote (Toronto, Canada)<\/p>\n<p>Reports to: Head of Customer Success<\/p>\n<p>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.<\/p>\n<p><strong>About CWILL<\/p>\n<p><\/strong>CWILL (pronounced &#8220;quill&#8221;) 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 \u00e2\u0080\u0094 with tools purpose-built for every touchpoint that follows the sale.<\/p>\n<p>www.cwill.com<\/p>\n<p><strong><strong>The Role<\/p>\n<p><\/strong><\/strong>CWILL is hiring a Customer Success Manager to support and grow relationships with eCommerce merchants using our post-purchase and retention products.<\/p>\n<p>You will work closely with merchants to help them get the most out of CWILL \u00e2\u0080\u0094 from onboarding through ongoing adoption. You&#8217;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.<\/p>\n<p>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&#8217;t need to have all the answers \u00e2\u0080\u0094 you need to be resourceful, follow through, and genuinely care about merchant outcomes.<\/p>\n<p><strong>What You&#8217;ll Do<\/p>\n<p><\/strong><strong>Onboarding &amp; Adoption<\/p>\n<p><\/strong><\/p>\n<ul>\n<li> Guide new merchants through onboarding, including setup, product configuration, and early best practices across CWILL&#8217;s suite of tools<\/li>\n<li> Help customers adopt features across order tracking, returns, shipping protection, reviews, loyalty, and retention workflows<\/li>\n<li> Identify early adoption risks and proactively help customers reach value faster<\/li>\n<li> Maintain onboarding checklists, templates, and enablement materials for common customer segments\n<\/li>\n<\/ul>\n<p><strong>Account Management &amp; Retention<\/p>\n<p><\/strong><\/p>\n<ul>\n<li> Manage a portfolio of SMB merchants as their main point of contact<\/li>\n<li> Monitor account health, product usage, and renewal or churn signals<\/li>\n<li> Run regular customer check-ins and performance conversations focused on outcomes<\/li>\n<li> Support upsell, cross-sell, and renewal opportunities by flagging customer needs to the team\n<\/li>\n<\/ul>\n<p><strong>Support &amp; Issue Resolution<\/p>\n<p><\/strong><\/p>\n<ul>\n<li> Triage customer issues, coordinate with internal teams, and communicate clearly with customers through to resolution<\/li>\n<li> Identify repeat support themes and flag them as product feedback or help center improvements<\/li>\n<li> Maintain high standards for responsiveness, follow-through, and documentation\n<\/li>\n<\/ul>\n<p><strong>Insights &amp; Collaboration<\/p>\n<p><\/strong><\/p>\n<ul>\n<li> Capture customer feedback, feature requests, and competitive insights from daily merchant conversations<\/li>\n<li> Share customer context with Product and Marketing to inform roadmap and content priorities<\/li>\n<li> Keep CRM records, account notes, and lifecycle stages accurate and up to date\n<\/li>\n<\/ul>\n<p><strong>Requirements<\/p>\n<p><\/strong><strong><strong>What We&#8217;re Looking For<\/p>\n<p><\/strong><\/strong><\/p>\n<ul>\n<li> Bachelor&#8217;s degree or equivalent practical experience<\/li>\n<li> 2+ years of experience in Customer Success, Account Management, Support, or a related customer-facing SaaS role<\/li>\n<li> Experience working with B2B SaaS customers; eCommerce, Shopify ecosystem, DTC, or retention software experience is a plus<\/li>\n<li> Strong written and verbal communication skills \u00e2\u0080\u0094 you can explain product value clearly, resolve conflict calmly, and build trust with customers<\/li>\n<li> Organized and reliable, with the ability to juggle multiple accounts and priorities without dropping the ball<\/li>\n<li> Comfortable using CRM and support tools such as HubSpot, Intercom, Zendesk, Gorgias, or similar platforms<\/li>\n<li> Self-starter who can operate independently in a startup environment where not everything is documented yet\n<\/li>\n<\/ul>\n<p><strong><strong>Nice to Haves<\/p>\n<p><\/strong><\/strong><\/p>\n<ul>\n<li> Direct experience with Shopify merchants or Shopify apps<\/li>\n<li> Familiarity with post-purchase, returns, order tracking, loyalty, reviews, or retention products<\/li>\n<li> Experience supporting SMB or founder-led eCommerce brands<\/li>\n<li> Basic data skills in Excel, Google Sheets, or HubSpot reporting<\/li>\n<li> Bilingual in English and Mandarin Chinese \u00e2\u0080\u0094 helpful for collaborating with our global teams\n<\/li>\n<\/ul>\n<p><strong>Benefits<\/p>\n<p><\/strong>Starting Pay: 60-80K + Commission, depends on experiences, open to negotiation<\/p>\n<p>401(k)<\/p>\n<p>PTO<\/p>\n<p>Paid Holidays<\/p>\n<p>Insurance<\/p>\n<p><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><\/p>\n","protected":false},"excerpt":{"rendered":"<p>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&#8230;.<\/p>\n","protected":false},"author":1,"featured_media":327038,"template":"","meta":{"_promoted":"","_job_location":"Toronto, Toronto, Ontario, Canada","_application":"https:\/\/remoteOK.com\/remote-jobs\/remote-customer-success-manager-cwill-1134684","_company_name":"CWILL","_company_website":"","_company_tagline":"","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job-categories":[145],"job-types":[16],"job_listing_tag":[],"class_list":["post-327037","job_listing","type-job_listing","status-publish","has-post-thumbnail","hentry","job_listing_category-sales-marketing","job_listing_type-full-time","job-type-full-time"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.0 - 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