• Manage end-to-end a portfolio of enterprise and strategic clients, acting as the primary post-sales point of contact. • Develop and execute tailored Success Plans aligned with the client's strategic objectives and business KPIs. • Operate in a consultative manner, gaining a deep understanding of the client's context, challenges, and executive priorities. • Measure, structure, and communicate business value regularly and at an executive level, translating Blip usage into financial impact, operational efficiency, and measurable improvements in the end-customer experience. • Monitor health metrics (quantitative and qualitative), anticipating churn risks and growth opportunities. • Plan and execute QBRs and EBRs, presenting results, value delivered, and next steps. • Identify, structure, and enable expansion opportunities based on customer value and maturity, partnering with Sales while maintaining a consultative role. • Coordinate internal teams (Support, Product, Engineering, Sales), ensuring smooth collaboration and resolution of complex issues. • Serve as the voice of the customer within the company, influencing the roadmap, prioritization, and product/process improvements. • Act as a technical and behavioral reference for other CSMs, contributing to the development of practices, standards, and team maturity.

• Build and nurture deep strategic relationships with a portfolio of gaming clients, with the focus on mobile, serving as their trusted advisor and primary executive point of contact. • Understand each partner’s business goals through structured discovery sessions and continuous dialogue, ensuring our solutions consistently align with and accelerate their success. • Build tailored growth plans for each partner, outlining clear objectives, key initiatives, and milestones to drive sustained account expansion. • Conduct Business Reviews to assess partner health, review KPI progress, and surface actionable strategic insights. • Propose new products, features, and solutions that drive measurable value, tailored to each partner’s strategic objectives in the mobile and gaming landscape. • Maintain a forward-looking view of each partner’s health — identifying risks and friction points early and driving swift internal action to resolve them before they escalate. • Own escalation management with urgency and professionalism, deploying rapid response to protect the integrity of the relationship when issues arise. • Resolve issues with composure and high emotional intelligence, navigating difficult conversations and high-pressure situations effectively. • Own end-to-end execution of partner deliverables, ensuring internal stakeholders are aligned and accountable at every stage. • Serve as a proactive partner advocate internally, ensuring the voice of the customer is represented across product, sales, engineering, and support teams. • Coordinate cross-functional delivery of client requests, maintaining full transparency and alignment between all internal teams. • Maintain accurate and up-to-date records of all partner interactions, health signals, and opportunities. • Identify and support upsell and expansion opportunities, contributing to revenue growth through long-term relationship development. • Track and analyse customer success metrics across portfolio, translating data into strategic recommendations presented at senior leadership level.

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.