Customer Success Manager

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.* Please mention the word **CHIC** and tag RMmEwMTo0Zjg6YzAxNTpjNjYxOjox when applying to show you read the job post completely (#RMmEwMTo0Zjg6YzAxNTpjNjYxOjox). This is a beta feature to avoid spam applicants. Companies can search these words to find applicants that read this and see they're human. Location: Toronto, Toronto, Ontario, Canada