Customer Success Manager – Multi-Carrier Tracking API

🔥 0 minutes ago

🇨🇦 Canada – Remote

💵 CA$80k - CA$120k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🏆 Customer Success

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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 customers through API onboarding, including API key setup, endpoint configuration, carrier mapping, and webhook integration • Work with merchants and development teams to ensure TrackingMore is integrated into order management or post-purchase workflows • Identify integration gaps and early adoption risks, helping customers reach their first successful tracking milestone • Maintain onboarding documentation, integration checklists, and enablement materials • Manage a portfolio of SMB and mid-market API customers as the main point of contact • Monitor API call volume, carrier success rates, error rates, and renewal or churn indicators • Run regular customer check-ins focused on tracking performance, carrier coverage, and business outcomes • Surface upsell, cross-sell, and renewal opportunities • Triage API performance, carrier data delays, webhook failures, and tracking accuracy issues, coordinating with engineering and carrier operations • Identify recurring support themes and route structured product feedback • Capture customer feedback, carrier coverage gaps, and competitive insights • Share customer context with Product and Engineering to inform roadmap and documentation improvements • Keep CRM records, integration notes, and account health data accurate and up to date

🎯 Requirements

• Bachelor's degree or equivalent practical experience • 2–4 years in Customer Success, Account Management, or Technical Support, ideally at a SaaS or API-first company • Comfortable reading API documentation and troubleshooting basic integration issues • Experience working with eCommerce, logistics, or shipping technology is a strong plus • Clear written and verbal communicator, able to translate technical issues for non-technical stakeholders and vice versa • Self-starter comfortable in a fast-moving startup where processes are still being built • Experience working with B2B SaaS customers; eCommerce, Shopify ecosystem, DTC, or order tracking software experience is a plus • Comfortable using CRM and support tools such as HubSpot, Intercom, Zendesk, Gorgias, or similar platforms • Familiarity with post-purchase, returns, and order tracking products • Experience supporting SMB or founder-led eCommerce brands • Basic data skills in Excel, Google Sheets, or HubSpot reporting • Legal authorization to work in Canada at the time of hire

🏖️ Benefits

• Commission • 401(k) • PTO • Paid Holidays • Insurance