Customer Success Manager

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Sierra

WebsiteLinkedInAll Job Openings

51 - 200 employees

🤖 Artificial Intelligence

🤝 B2B

☁️ SaaS

Artificial Intelligence • B2B • SaaS

Sierra is a company that specializes in transforming customer experiences through the power of conversational AI. Their platform enables businesses to deploy AI agents that are empathetic, always available, and aligned with the brand's tone and voice. Sierra offers capabilities for real-time support, seamless integration into existing technology stacks, and the capacity to solve complex issues while continuously improving the customer experience. Trusted by leading brands, Sierra's AI platform is designed with a strong commitment to security and privacy, ensuring safe and secure interactions. The platform allows for personalization, enabling companies to imbue their AI agents with their own identity and processes, ensuring consistency and reliability across all customer interactions.

📋 Description

• Manage a book of 100+ Shopify merchants, each with their own Slack channel — spanning strategy, design, and daily support • Build genuine relationships with customers and become their go-to for retention strategy and feature adoption • Lead proactive outreach, QBRs, and daily triage to keep merchants engaged and successful • Surface bugs, log feedback, and help prioritize what matters most to the product and engineering teams • Work closely with Product and Engineering to shape onboarding, training, and lifecycle processes

🎯 Requirements

• 3+ years in Customer Success, Account Management, or a similar client-facing SaaS role • Comfortable with ambiguity, context switching, and high-volume account management • Strong communicator — equally effective talking strategy with a CMO or debugging an integration with a developer • Technical curiosity: comfortable enough to tweak HTML/CSS, read documentation, or troubleshoot Shopify-related issues • Experience with Shopify, e-commerce, or loyalty/retention tools • Based on the West Coast or able to cover PST hours

🏖️ Benefits

• Real ownership • Meaningful work • A team that genuinely invests in the people doing the building