Customer Experience Manager – Ecommerce SaaS
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Job Description
Customer Experience Manager guiding Shopify merchants on the reviews and loyalty platform. Collaborating with cross-functional teams to enhance the customer experience and drive engagement.
Responsibilities:
- Guide Shopify merchants from install to launch
- Run onboarding and implementation calls
- Help merchants experience value quickly
- Collaborate with internal teams (support, sales, marketing, product, etc.) when needed
- Provide guidance on reviews, loyalty, and retention strategies
- Join merchant calls when strategic support is needed
- Turn merchant goals into actionable recommendations
- Leverage merchant data to identify strategic opportunities and churn risks
- Improve onboarding, enablement, and engagement programs
- Build playbooks and workflows that make CS more scalable
- Help improve lifecycle marketing
- Identify what drives retention and expansion
- Work closely with Sales, Support, Product, and Marketing
- Share merchant insights to improve the product and CX
Requirements:
- Customer Success, onboarding, account management, or SaaS customer-facing roles
- Ecommerce or Shopify experience is a strong plus
- Experience leading customer calls and managing projects asynchronously
- Clear communicator and strong relationship builder
- Organized and able to manage multiple projects
- Comfortable switching between technical troubleshooting and strategic advice
- Curious about improving systems and processes
- Experience with CRM and customer engagement tools (e.g., HubSpot, Customer.io)
Benefits:
- Work with a passionate, multinational and multi-talented group of tech enthusiasts who always go that extra mile
- Work directly with company leadership
- A fully remote company driven by deliverables, not hours
- Comprehensive benefits package
- Unlimited PTO
- Grow and own your area
- $650 home office set up allowance
- $650 annual education budget
- Employee Share Purchase Plan
- RRSP Matching
- Paid Parental leave (up to 12 weeks)
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