• Own the health and status of your assigned accounts against a clear green, yellow, and red standard, keeping a direct line to each decision maker so every account can be championed when it counts. • Own retention on your accounts, surfacing risk early and pulling in your Director, Support, Implementation, and Customer Growth partners to keep at-risk accounts whole. • Move your accounts onto durable long-term agreements that protect and compound the book. • Serve as the senior point of contact above the front line, engaging providers directly to resolve and de-escalate the hardest issues with composure. • Project manage issues to resolution, coordinating Support and Implementation to close them cleanly and keep the provider informed throughout. • Maintain accurate account health, status, and activity in HubSpot so that your book reads clearly to your Director and leadership.

• Coordinate marketing campaigns and content production across teams • Prepare clear content briefs for seasonal and campaign initiatives • Manage cooperation with internal teams (e.g. content, product, tech) • Work closely with external agencies (content, localization, CRM) • Support CRM operations and campaign execution (via external partners) • Monitor campaign performance and marketing KPIs • Work with data teams to improve dashboards and reporting • Ensure alignment between marketing, product, and operational teams

• Own strategic account planning and stakeholder engagement, ensuring alignment to institutional goals. • Partner closely with Account Management to influence renewal and expansion outcomes, providing value narratives, risk flags, and renewal readiness materials. • Build ROI proof points and value narratives for AM to use in customer-facing ROI meetings. • Own implementation of Chat, Community, and Assistant, guiding customers from kickoff through full adoption. • Analyze customer usage and engagement data to identify opportunities for improved adoption and retention, routing expansion signals to AM with context. • Facilitate regular reviews and track progress against success plans for all Tier 1 customers; quarterly cadence for Tier 2. • Deliver product training and resources to maximize platform usage. • Maintain accurate, up to date customer health signals and proactively flag risks or blockers to AM, with mitigation plans attached. • Develop strong, multi-level relationships across institutions, building resilience beyond a single champion. • Keep internal success tools (Salesforce) up to date with key updates and engagement insights.

Role Description Amplify is looking for a Customer Success Manager to own the merchant relationship from onboarding through long-term growth. You'll guide new customers to a successful launch, then partner with them to drive adoption, AOV lift, and retention over time. This is a customer-facing role for someone who loves working directly with Shopify merchants and making sure they win. - Lead onboarding calls and get new customers live smoothly - Own the end-to-end onboarding process from initial setup to go-live - Proactively check in to drive adoption, AOV lift, and retention - Spot opportunities to expand bundle and upsell strategies, and bring them to merchants - Help configure Amplify in customer Shopify stores and troubleshoot common issues - Implement and customize Amplify using HTML and CSS when needed - Clearly explain how things work to non-technical customers - Be the voice of the customer to Product and Engineering, flagging bugs, gaps, and recurring needs - Document customer configurations, edge cases, and success playbooks - Ensure customers feel confident, supported, and ready to launch with Amplify Qualifications - Excellent written and spoken English with confidence leading customer-facing Zoom calls - 2+ years in customer success, account management, or a similar customer-facing role - Proactive and self-directed: you reach out before you're asked - A track record of driving retention, adoption, or account growth - Strong attention to detail and comfort working in live customer environments - Customer-first mindset with patience and empathy - Ability to manage live meetings and asynchronous work - Reliable internet connection and a quiet remote work environment - Availability aligned with U.S. business hours - Comfortable getting into HTML and CSS – whether you write it yourself or use AI tools to help - Experience with Shopify, Liquid, or e-commerce storefronts preferred - Previous experience in SaaS or e-commerce is a plus Benefits - Competitive compensation, with bonuses tied to company performance - Fully remote work with a collaborative and supportive team - Ownership over customer onboarding and go-live success - Hands-on experience with Shopify and a fast-growing SaaS product - Clear processes, training, and room to grow into senior onboarding or solutions roles How to Apply Please submit your CV along with a short note outlining your customer success experience, any Shopify or e-commerce work you've done, and why you're interested in joining Amplify.