Role Description 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. Qualifications - 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 Company Description 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.

• Manage a portfolio of mid/high clients, focusing on expansion, engagement, and retention. • Lead strategic meetings with decision-makers and Key Users, mapping risks and growth opportunities. • Develop and execute upsell and cross-sell action plans with a focus on revenue expansion (NET MRR). • Track portfolio performance indicators (churn, health score, feature adoption, engagement). • Work in a consultative and analytical manner, presenting results, insights, and improvement plans. • Support the Product team by providing improvement inputs and recording feedback. • Participate in internal AI projects, using intelligent tools to optimize processes and support decision-making.

• Gerenciar uma carteira de clientes, atuando como principal ponto de contato e garantindo uma experiência positiva ao longo da jornada. • Conduzir reuniões de acompanhamento, apresentar resultados e elaborar planos de ação para promover o sucesso dos clientes. • Monitorar indicadores de saúde da carteira, identificar riscos de churn e executar estratégias de retenção e engajamento. • Identificar oportunidades de expansão de receita por meio de upsell, cross-sell e ampliação do uso da solução. • Planejar e realizar visitas presenciais estratégicas, fortalecendo o relacionamento, entendendo necessidades e apoiando a geração de valor para o cliente.

• Serve as the day-to-day point of contact for customer requests and operational support. • Support customer onboarding and communication in Spanish and, where required, English. • Deliver excellent customer experience through timely updates and issue resolution. • Manage support requests and maintain accurate operational records. • Receive, prepare, configure, validate, and package laptops and mobile devices. • Support device enrolment and basic MDM workflows. • Perform initial troubleshooting and diagnostics. • Coordinate repairs, replacements, returns, and asset recovery processes. • Create shipping labels and coordinate device collections and deliveries. • Track shipments and proactively manage delivery updates. • Support storage, warehousing, stock organisation, and inventory reconciliation. • Maintain SOPs and operational documentation. • Identify opportunities to improve operational efficiency. • Support business scaling initiatives and process improvement. • Work cross-functionally across Customer Success, Operations, and technical teams.