Senior Customer Success Manager

The Role: Shoplift is a fast paced startup, and the impact of this role is felt across the company and is visible in the outcomes of your customers. As a Senior Customer Success Manager, you own a portfolio of our most strategic merchant accounts. You help these brands drive business outcomes and make major decisions by using the Shoplift platform to optimize their go-to-market initiatives, from product launches and merchandising changes to pricing, offers, and site-wide conversion improvements. You are responsible for the retention, growth, adoption, and advocacy of every customer in your portfolio. When your customers win, you win and Shoplift wins. You are not managing accounts, you are supporting business growth, both for the merchants you serve and for Shoplift. You build deep, multi-threaded relationships with the decision-makers and operators behind some of the most exciting Shopify brands, acting as their trusted advisor for experimentation and optimization. You translate their business objectives into testing roadmaps, guide them through the data and the decisions that follow, and make sure the value of testing shows up in their numbers. You set the standard for what great looks like, anticipating needs before they surface, staying ahead of risk, and turning happy merchants into vocal advocates. As Shoplift scales, you help shape Customer Success itself through mentorship, playbook contributions, and cross-functional collaboration. Why this role matters: Storefront optimization is no longer a nice-to-have. It is becoming table stakes for ecommerce success. More brands are waking up to the reality that every element of their site impacts revenue, and Shopify itself is investing heavily in legitimizing experimentation and optimization as a critical category. You will ride this wave, working with the most sophisticated merchants who understand that testing is not optional. It is how winners operate.

Key Responsibilities: Own portfolio outcomes: You are accountable for the retention, growth, adoption, and advocacy of the strategic accounts in your portfolio. You know the health of every account, where the revenue is, where the risk is, and what needs to happen next. Drive business outcomes through the platform: Partner with merchants to tie their use of Shoplift directly to their GTM initiatives and business objectives. Build success plans and testing roadmaps that produce measurable results, and guide merchants through major decisions using the data their tests generate. Relationship management: Build and maintain multi-threaded relationships with decision-makers, operators, and influencers at each brand. Proactively navigate stakeholder transitions so momentum is never lost. Guide strategy and educate: Translate merchant goals into tailored, high-impact test ideas. Coach brands on statistical significance, data trends, and implementation decisions so they make confident calls and keep testing. Drive adoption and expansion: Identify where merchants are underutilizing the platform, close those gaps, and surface expansion opportunities that come from genuine value delivered. Risk forecasting and saves: Keep the CRM consistently up to date with emerging risk signals. Develop and execute save strategies independently and coach teammates on recognizing risk patterns early, before they escalate. Turn happy customers into vocal advocates: Proactively capture success stories and build a library of social proof for Sales and Marketing. Create playbooks for overcoming common advocacy objections and mentor the team on maximizing advocacy results. Elevate the Customer Success team: Serve as a resource and direction-setter for CSMs handling similar merchant profiles or challenges. Lead cross-functional projects, contribute to documentation, training, and process improvement, and help define how Customer Success operates as Shoplift scales. Customer-centric excellence: Set the standard for merchant engagement through exceptional responsiveness, thorough preparation, and executive presence in every strategic session. Model professional excellence through consistent follow-through and merchant-first prioritization. You're a Great Fit If...Must-haves:5+ years in ecommerce, SaaS Customer Success, or CROStartup experience. You have worked in an early or high-growth company and know what it takes to operate with limited structure and high autonomy. Deep ecommerce knowledge. You have collaborated with ecommerce brands or worked inside ecommerce and understand how the ecosystem operates. Ownership mindset. You treat your portfolio's retention, growth, adoption, and advocacy as your numbers, and you connect your work to your customers' business results. Leadership presence. You run the full merchant lifecycle end-to-end. You seek support from your manager and collaborate with teammates, but you do not need hand-holding to manage complexity or make sound judgment calls. Customers and teammates naturally look to you for guidance. Resourceful and proactive. You troubleshoot novel objections, lean into complexity, and help unblock teammates when they are stuck. Data-driven mindset with the ability to analyze test results and make strategic recommendations Thrives in a fast paced startup environment where priorities shift, autonomy is high, and your work directly moves revenue Nice-to-haves (strongly preferred):Experience at a Shopify-adjacent company or as a CRO manager at a DTC Shopify brand. Either is a huge plus. Strong understanding of testing methodology with hands-on A/B testing experienceCRO certification or statistics background (statistical significance, sample sizes, hypothesis development)Experience with analytics platforms (Google Analytics, GA4, Segment)What Makes This Different You'll Help Shape Customer Success. This isn't a "QBR & catch you next quarter" role. You'll have influence over our CS Playbooks and Customer Success strategy. Your ideas matter, and you'll work directly with leadership to implement them. Work with the Biggest Brands in Ecommerce. Collaborate with brands like Skullcandy, Our Place, Casper, KITH, and Liquid Death—the merchants pushing the boundaries of what's possible in ecommerce. Leadership Opportunities. As we scale Customer Success, top performers who deliver, contribute to playbooks, and coach will have paths into leadership roles. You're building your career, not just taking a job.

Base Salary: $120,000 - $130,000

Equity: Meaningful equity in a fast-growing startup

Benefits: Comprehensive medical, dental, and vision coverage Generous PTO including paid parental leave