Customer Success Manager
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Reach the decision-maker — $5About the role
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.
**Requirements**
**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.
**Benefits**
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.*
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