Note: The job is a remote job and is open to candidates in USA. Shoplift is a next-gen experimentation platform built specifically for Shopify merchants, helping brands optimize their stores through A/B testing. As a Senior Customer Success Manager, you will manage strategic relationships with merchants, guiding them through testing and optimization to drive measurable results and customer satisfaction.
Responsibilities
- Build and maintain multi-threaded relationships with decision-makers, operators, and influencers for each brand in your book of business. Proactively navigate stakeholder transitions so momentum is never lost
- Collaborate with merchants to create success plans tied directly to their business objectives. Translate goals into a testing roadmap with tailored, high-impact ideas that drive measurable results for each of your brands. Guide and educate your brands on statistical significance, data trends, and implementation decisions
- 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
- Keep 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
- Serve as a resource and direction-setter for CSMs handling similar merchant profiles or challenges. Lead cross-functional projects to shape Customer Success and contribute to team documentation, training, and process improvement as Shoplift scales
- You set the standard for merchant engagement — exceptional responsiveness, thorough preparation, and executive presence in every strategic session. You anticipate merchant needs before they surface and model professional excellence through consistent follow-through and merchant-first prioritization
Skills
- 5+ years in ecommerce, CRO, or SaaS Customer Success
- Deep ecommerce knowledge - you've collaborated with ecommerce brands before OR you've worked in ecommerce and understand the ecosystem
- Leadership Presence: You run the full merchant lifecycle end-to-end. You seek support from your manager and collaborate with teammates, but you don't need hand-holding to manage complexity or make sound judgment calls. Customers and team members naturally look to you for guidance
- Resourceful & Proactive: You troubleshoot novel objections, lean into complexity, and help unblock teammates when they're stuck
- Data-driven mindset with ability to analyze results and make strategic recommendations
- Strong understanding of testing methodology with hands-on A/B testing experience
- CRO certification or statistics background (statistical significance, sample sizes, hypothesis development)
- Early startup experience or DTC ecommerce background
- Dev or data background (Experience with HTML/CSS, JavaScript)
- Experience with analytics platforms (Google Analytics, GA4, Segment)
Benefits
- Meaningful equity in a fast-growing startup
- Comprehensive medical, dental, and vision coverage
- Generous PTO including paid parental leave
Company Overview