Customer Success Manager – U.S. business hours
Remote
Job Summary
Lead onboarding calls and manage the end-to-end onboarding process from initial setup to go-live for Shopify merchants. Proactively check in to drive adoption, average order value lift, and retention while configuring Amplify in customer stores and troubleshooting issues. Surface opportunities to expand bundle and upsell strategies, customize the platform using HTML and CSS, and document success playbooks. Serve as the primary voice of the customer to Product and Engineering, flagging bugs and recurring needs. Requires excellent communication skills, 2+ years in customer success, and availability aligned with U.S. business hours in a fully remote environment.
Required Qualifications
- Excellent written and spoken English with confidence leading customer-facing Zoom calls
- 2+ years in customer success, account management, or a similar customer-facing role
- Proactive and self-directed: you reach out before you're asked
- A track record of driving retention, adoption, or account growth
- Strong attention to detail and comfort working in live customer environments
- Customer-first mindset with patience and empathy
- Ability to manage live meetings and asynchronous work
- Reliable internet connection and a quiet remote work environment
- Availability aligned with U.S. business hours
- Comfortable getting into HTML and CSS – whether you write it yourself or use AI tools to help
Desired Qualifications
- Experience with Shopify, Liquid, or e-commerce storefronts preferred
- Previous experience in SaaS or e-commerce is a plus
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