Customer Success Manager – U.S. business hours

About Amplify Amplify is the bundling engine powering Shopify's top brands. We help merchants build and launch high-performing bundles, upsells, and cart experiences that dramatically increase average order value – and our customers stick with us because of hands-on, human support from day one. Role Overview Amplify is looking for a Customer Success Manager to own the merchant relationship from onboarding through long-term growth. You'll guide new customers to a successful launch, then partner with them to drive adoption, AOV lift, and retention over time. This is a customer-facing role for someone who loves working directly with Shopify merchants and making sure they win. You'll run onboarding and check-in calls over Zoom, help configure Amplify for customer stores, and proactively surface opportunities to expand each merchant's bundle strategy. You'll work closely with Product and Engineering in a fast-paced, fully remote environment. Key Responsibilities Lead onboarding calls and get new customers live smoothly Own the end-to-end onboarding process from initial setup to go-live Proactively check in to drive adoption, AOV lift, and retention Spot opportunities to expand bundle and upsell strategies, and bring them to merchants Help configure Amplify in customer Shopify stores and troubleshoot common issues Implement and customize Amplify using HTML and CSS when needed Clearly explain how things work to non-technical customers Be the voice of the customer to Product and Engineering, flagging bugs, gaps, and recurring needs Document customer configurations, edge cases, and success playbooks Ensure customers feel confident, supported, and ready to launch with Amplify Requirements 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 Experience with Shopify, Liquid, or e-commerce storefronts preferred Previous experience in SaaS or e-commerce is a plus What We Offer Competitive compensation, with bonuses tied to company performance Fully remote work with a collaborative and supportive team Ownership over customer onboarding and go-live success Hands-on experience with Shopify and a fast-growing SaaS product Clear processes, training, and room to grow into senior onboarding or solutions roles How to Apply Please submit your CV along with a short note outlining your customer success experience, any Shopify or e-commerce work you've done, and why you're interested in joining Amplify.