Customer Success Manager

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. CWILL is not able to provide visa sponsorship at this time. About CWILL CWILL (pronounced "quill") 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 — with tools purpose-built for every touchpoint that follows the sale. www.cwill.com The Role CWILL is hiring a Customer Success Manager to support and grow relationships with eCommerce merchants using our post-purchase and retention products. You will work closely with merchants to help them get the most out of CWILL — from onboarding through ongoing adoption. You'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. 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't need to have all the answers — you need to be resourceful, follow through, and genuinely care about merchant outcomes. What You'll Do Onboarding & Adoption · 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. Account Management & Retention · 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. Support & Issue Resolution · 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. Insights & Collaboration · 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. What We're Looking For · 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. Starting Pay: 60-80K + Commission, depends on experiences, open to negotiation 401(k) PTO Paid Holidays Insurance CWILL is an equal opportunity employer. We evaluate candidates on the skills and track record the role requires, and welcome applicants from all backgrounds.