Senior Customer Success Manager

As a Senior Customer Success Manager, you are so much more than a traditional Account Manager. It will be essential that you are passionate about the success of our merchants, and that you leverage your role to help our merchants meet their goals. You will do this through developing strong relationships with your merchants, and providing them with recommendations on how to build and implement the right tactics to move their business forward. You will be responsible for determining the optimal Shopify products for your merchants based on their unique needs. Collaborating closely with colleagues from our Cross-Sell team, you’ll ensure the effective adoption of these solutions, further empowering merchants to grow and advance their businesses. With a focus on performance, you’ll also be expected to consistently work towards and meet quarterly targets, demonstrating your commitment to achieving both personal and organisational goals. Responsibilities include: Serve as cross-functional leader across Shopify – to ensure a unified, seamless merchant experience. Coach merchants to grow their business by partnering with them on goal development, and providing tailored and structured recommendations to achieve those goals. Identify areas for improvement, including opportunities for product adoption and implementing new Shopify features; recommending ways to best utilise Shopify’s solutions. Build relationships and be the Trusted Advisor focussing on growing and retaining merchants. Connect merchants with top Shopify Partners for custom design and development projects. Partner with internal Shopify teams to advocate for merchants’ needs and requests. Demonstrate an in-depth understanding of industry trends. Drive product adoption across Shopify’s offerings Manage and prioritise your Book of Business effectively in line with expectations of the business Qualifications: • Business-level fluency in French or German. • Proven experience in SaaS account management. • Experience in eCommerce (understanding of acquisition, conversion, retention); it is a complex ecosystem with many moving parts, and you need to communicate how they fit together. • Strong business acumen and experience providing strategic advice to customers. • Exceptional ability to develop and maintain relationships with wide range of personalities, levels, and role capacities. • Experience providing customer value and driving retention; you should be merchant-focused in all that you do. • Experience or training in digital marketing (paid advertising, social media, SEO etc); you know the tactics that will drive results. • Technical aptitude – quick to develop a deep understanding of new software. • Experience in meeting targets all the while being merchant focussed. • Proven ability to analyze complex situations and drive goals & action plans to lead merchants to achieve their key objectives. • Demonstrate a high-degree of customer-centric thinking, behaviour and track record and experience working cross-functionally between sales, engineering, and support teams. • Experience in Challenger Selling or other sales methodologies. • Interested in and passionate about using AI. How we work Shopify rewards builders with high agency. You’ll have real autonomy, high standards, and a fast pace. We iterate, we challenge each other, and we expect you to take ownership of outcomes—not wait for perfect conditions. If you want comfort and certainty, this won’t fit. If you want responsibility and growth, it will. By applying to this posting, our recruiters and hiring managers across various departments will review your resume for open roles. We aim for you to apply once and have your resume evaluated by multiple teams to ensure the best match for the right roles. *Additional information This is an individual contributor role that is fully remote within the UK or Ireland