Senior Customer Success Manager, Scaled

Our Customer Success team partners with Shopify Plus merchants to help them grow, realise value from the platform, and build long-term success. As a Senior Customer Success Manager on our Mid-Market Scaled team, you will manage a large portfolio of high-growth, high-volume merchants and act as a strategic advisor across retention, renewals, growth, and product adoption. You will use data-led prioritisation, scalable engagement, and targeted one-to-one interventions to build trusted relationships, identify risks and growth signals, and recommend solutions that help merchants achieve their business goals on Shopify. Key responsibilities: Manage a large portfolio of Shopify Plus merchants—typically 300–500—and build strong relationships with priority stakeholders at all levels, including executives. Drive retention and renewals by demonstrating value, managing risk, and supporting long-term merchant success. Guide merchants through onboarding, adoption, value realisation, and growth. Identify and nurture merchant growth signals, create focused success plans, and recommend strategies that support measurable business outcomes. Identify opportunities to increase product adoption and expand merchant value across the Shopify ecosystem. Partner with internal teams to coordinate support, solve problems, act on growth opportunities, and improve the merchant experience. Use data, automation, AI, proactive outreach, and scalable programs such as webinars and campaigns to prioritise and engage merchants effectively. Maintain strong operational discipline through effective planning, segmentation, documentation, and follow-through. Qualifications: Experience in Customer Success, account management, or a similar customer-facing role. Experience supporting ecommerce customers in a strategic, consultative capacity. Experience managing a large or complex book of business, with strong attention to detail, accountability, and documentation habits. Strong understanding of ecommerce, including acquisition, conversion, retention, operations, and growth. Experience driving retention, renewals, product adoption, and customer value within a portfolio. Strong commercial judgement, ruthless prioritisation, and the ability to turn merchant signals into clear action. Strong business acumen, communication skills, and the ability to influence stakeholders at multiple levels. Technical aptitude and the ability to quickly learn new tools, products, and platforms. Experience working cross-functionally with teams such as Sales, Cross-Sell, Support, Product, and Engineering. Experience using AI tools to improve productivity, prioritisation, or effectiveness. Bonus: Experience with Shopify as a merchant, partner, or within the broader Shopify ecosystem. Experience in Scaled or Digital Customer Success, lifecycle programs, or tech-touch engagement models. Familiarity with CRM, reporting, and outreach tools. Knowledge of digital marketing channels such as paid media, social, and SEO. Experience delivering proactive, consultative outreach to customers. Strength in driving product adoption and delivering effective product demos. Experience presenting in webinars, workshops, or live events. Familiarity with other ecommerce platforms and marketplaces. Experience working remotely in a distributed environment. Experience using automation and AI tools to improve efficiency and effectiveness.