Customer Success Manager

🔥 2 hours ago

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CWILL

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

☁️ SaaS

🛍️ eCommerce

📣 Marketing

SaaS • eCommerce • Marketing

CWILL is a post-purchase and customer retention software suite built for Shopify and DTC brands. It offers apps for order tracking, returns & exchanges, shipping protection, loyalty & referrals, product reviews, pop-up & email marketing, AI-powered features (post-purchase upsells, AI exchanges, review summarization, AI-assisted support), and business intelligence. CWILL's products aim to reduce WISMO (where is my order) support tickets, recover lost revenue from returns, increase customer lifetime value, and drive repeat purchases. The suite integrates tracking, returns, reviews, loyalty, and support data, and emphasizes real-time tracking updates, exchange/store credit workflows, opt-in shipping protection, loyalty programs with VIP tiers and referrals, and conversion-focused tracking pages. CWILL is focused on Shopify & DTC merchants, with claims of 30,000+ brands, Shopify certification, and a high app store rating.

📋 Description

• 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; eCommerce, Shopify ecosystem, DTC, or retention software experience is a plus. • Strong written and verbal communication skills — you can explain product value clearly, resolve conflict calmly, and build trust with customers. • Organized and reliable, with the ability to juggle multiple accounts and priorities without dropping the ball. • Comfortable using CRM and support tools such as HubSpot, Intercom, Zendesk, Gorgias, or similar platforms. • Self-starter who can operate independently in a startup environment where not everything is documented yet. • Nice to Haves: Direct experience with Shopify merchants or Shopify apps. Familiarity with post-purchase, returns, order tracking, loyalty, reviews, or retention products. Experience supporting SMB or founder-led eCommerce brands. Basic data skills in Excel, Google Sheets, or HubSpot reporting. Bilingual in English and Mandarin Chinese — helpful for collaborating with our global teams.

🏖️ Benefits

• Starting Pay: 60-80K + Commission, depends on experiences, open to negotiation • 401(k) • PTO • Paid Holidays • Insurance