Customer Success Manager, Scale
New
CanadaFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 1–3 years
- Required Skills
- ShopifyAccount ManagementCustomer SuccessSaaS
Requirements
- 1–3 years of experience in Customer Success, Account Management, or similar client-facing roles in SaaS or eCommerce environments
- Strong understanding of eCommerce ecosystems and merchant growth dynamics
- Proven ability to identify churn risk and expansion opportunities within a large customer portfolio
- Comfortable working in pooled, high-volume account models with fast prioritization requirements
- Strong commercial mindset with the ability to differentiate retention vs. expansion opportunities
- Excellent communication skills, with the ability to run focused, outcome-driven customer consultations
- Experience using AI tools to enhance productivity and decision-making
- Self-starter mindset with strong ownership and ability to act independently
Responsibilities
- Monitor account health across a large portfolio and proactively identify churn risks and disengagement signals
- Conduct timely outreach, consultations, and re-engagement actions to reduce churn and improve customer adoption
- Diagnose root causes of customer issues and coordinate appropriate solutions, including escalation when needed
- Identify and qualify expansion opportunities, including cross-sell and upsell potential across product offerings
- Convert inbound and campaign-driven signals into qualified opportunities and structured next steps
- Deliver scalable engagement initiatives such as webinars, roundtables, and onboarding sessions
- Maintain fast response times across shared inbox and chat channels while ensuring high-quality customer interactions
- Use AI-enabled tools to prioritize accounts, streamline workflows, and enhance productivity
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