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.