Merchant Success Manager

The Role


We are hiring a Merchant Success Manager to own the post-launch relationship with our client's customers. You are the person they call when they have a question, a feature request, or a problem. You are the person who understands their business well enough to suggest things they have not asked for yet. And you are the person who keeps them on our client year after year.


This is not a generic CSM role. The thing that makes it work, and the thing that separates this seat from a CSM seat at a typical SaaS company, is deep Shopify fluency. Our customers are sophisticated DTC operators running complex Shopify Plus stores. They expect to talk to someone who already knows what a metaobject is, who understands their existing app stack, and who can tell them whether what they want to do is a 30-minute change or a 3-week project before they have to ask an engineer.


You do not write code. You speak Shopify fluently enough that customers trust you, and you know exactly when to pull in our Engineering team to do the technical work and when to rely on our AI agent, Apa✨.


What You Will Own


The customer relationship, end to end. Every customer in your book is your customer. You know their team, their business, their goals, their roadmap, and the things that frustrate them. You hold the relationship.
Onboarding handoff and early-life success. When a customer's app launches, you are there. You make sure they know how to use our client, you set them up with the right adoption rituals (push cadence, notification segmentation, content updates), and you measure their first 90 days obsessively.
Strategic guidance. You understand mobile commerce well enough to advise customers on how to use our client better. Push strategy, segmentation, app-exclusive offers, loyalty integration, content cadence, conversion levers. You bring playbooks to the table, not just status updates.
Request triage. Customer requests will land in your inbox every day. You scope them, classify them (configuration, integration, custom build, product gap), and route appropriately. The trivial ones you handle yourself. The complex ones you scope with the FDDE team and own the customer side of the conversation through delivery.
Renewal and expansion. You are responsible for retention and growth in your book. You identify expansion opportunities (additional brands, new features, deeper integrations) and partner with the AE team when commercial work is needed.
Quarterly Business Reviews. You run QBRs with your strategic accounts. You bring data, insights, and a point of view. Customers should leave QBRs with clearer thinking about their mobile channel than they walked in with.
Voice of the customer. You are closer to what is working and what is not than anyone else at the company. You surface patterns to the CEO and CTO clearly and frequently. Product roadmap is shaped in part by what you bring back from the field.
Customer advocacy. Case studies, testimonials, conference speaking opportunities, panel placements, reference calls. You build the customers in your book into our client advocates.

Shopify Expertise Required


This is the non-negotiable bar that makes this role different from a generic CSM seat. You do not need to write code. You do need to speak Shopify like you have lived in it for years, because our customers do.


Shopify Plus admin fluency. You can navigate the Shopify admin without thinking. Products, collections, customers, orders, discounts, navigation, themes, apps, settings. You know where things live and how they connect.
Metafields, conceptually deep. You understand what metafields are, how merchants use them to power custom data on products, variants, collections, customers, and orders. You know the difference between merchant-owned and app-owned definitions. You can look at a customer's metafield setup and tell whether it is clean or a mess.
Metaobjects, conceptually deep. You know what metaobjects are, why they exist, and how merchants use them to model reusable structured content (size guides, ingredient lists, lookbooks, custom collections). You understand how metaobjects are referenced from metafields and surfaced in storefronts.
Theme architecture, at a working level. Online Store 2.0, sections, blocks, dynamic sources, app blocks. You do not need to write Liquid, but you can read it well enough to follow what a customer's theme is doing.
Shopify Plus features. You understand what Shopify Functions, Checkout Extensibility, Shopify Flow, B2B, and Markets do, and when a customer is using them. You know enough to ask the right follow-up questions.
Headless awareness. Hydrogen, Oxygen, Next.js headless implementations. You can identify when a customer is running headless and what that means for their mobile app implementation.
The app ecosystem. You know the major apps in our customers' stacks inside and out: Klaviyo, Attentive, Postscript, Recharge, Skio, Stay AI, Yotpo, Okendo, Loop, Smile, LoyaltyLion, Athos Commerce, Rebuy, Gorgias, Rivo and more. You understand what each one does and how it integrates with mobile.
Mobile commerce category fluency. You understand the unique dynamics of the mobile channel: push notification strategy, app store optimization, deep linking, attribution, retention curves, the difference between web and app conversion patterns.

Prior experience at a Shopify Plus agency, a Shopify ecosystem app (Klaviyo, Attentive, Recharge, Yotpo, etc.), Shopify itself, or a Shopify Plus brand in an ecommerce or growth role are all directly qualifying paths.


Who You Are


You show up smiling. Every day. No exceptions. It does not matter how rough yesterday was. Fake it until you feel it. The energy you bring through the door sets the tone for everyone around you. This is non-negotiable.
3 to 6 years in Customer Success, Account Management, Strategic Accounts, or a senior client-facing role at an agency or a Shopify ecosystem company. Strong candidates from in-house ecommerce or growth roles at Shopify Plus brands will also be considered.
You love customers. You get energy from talking to people, understanding their business, and helping them succeed. If customer work drains you, this role will make you miserable.
You think commercially. Retention, expansion, and revenue are not abstract concepts to you. You think about them constantly and your customers know it without you being heavy-handed about it.
You are organized and disciplined. You are managing a book of accounts, dozens of open requests, and multiple QBR cycles in parallel. Your CRM hygiene is not a chore. It is how you operate.
You write well. Customer Slack threads, status emails, scoping docs, executive summaries. Your writing is clear, brief, and brand-appropriate.
You are technically curious. You do not need to be an engineer, but you find the technical side of Shopify genuinely interesting. You ask follow-up questions because you want to know, not because you have to.
You have judgment. You know when to handle something yourself, when to escalate, when to push back on a customer, and when to say yes. Pattern matching from real experience.
You are calm under pressure. Customers will be unhappy sometimes. Things will break. Launches will slip. You hold the room.
You use AI fluently in your work. ChatGPT, Claude, and similar tools are standard equipment for you, not novelties. You use them to draft customer comms, run analysis, prepare for QBRs, and scale your throughput. We expect every person at our client to operate this way, and we expect you to push us on where we can use AI better in our customer motion.

Skills

- 3 to 6 years in Customer Success, Account Management, Strategic Accounts, or a senior client-facing role at an agency or Shopify ecosystem company, with deep Shopify Plus admin fluency including metafields, metaobjects, theme architecture, Shopify Plus features, headless awareness, and knowledge of the app ecosystem.

Prior experience at a Shopify Plus agency, a Shopify ecosystem app such as Klaviyo, Attentive, Recharge, or Yotpo, Shopify itself, or in an ecommerce or growth role at a Shopify Plus brand.