Customer Success Manager

Customer Success Manager (E-commerce SaaS / DTC Brands)

Location: Orange, California (Hybrid)

About the Opportunity

We are partnering with a rapidly growing global technology company focused on supporting direct-to-consumer (DTC) e-commerce brands.

The company provides embedded checkout protection solutions that help online merchants create additional revenue streams while improving customer purchase confidence.

Its solutions integrate with major e-commerce platforms including:

• Shopify
• Shopify Plus
• WooCommerce
• Magento
• BigCommerce

This is a highly consultative Customer Success role focused on onboarding, retention, growth and strategic account management.

Key Responsibilities

1, Merchant Onboarding & Implementation

Lead merchants through:

• Platform installation
• Checkout configuration
• Training
• Launch and adoption

Ensure a smooth implementation experience.

2, Account Management

Build trusted relationships with e-commerce merchants and key stakeholders.

Conduct regular business reviews and provide strategic recommendations for growth.

Retention & Expansion

Identify opportunities to:

• Increase adoption
• Expand usage
• Improve merchant performance
• Reduce churn risk

Partner closely with internal teams to drive customer success outcomes.

3, Voice of Customer

Collect merchant feedback and share market insights with:

• Product teams
• Operations teams
• Compliance teams
• Business leadership

Help improve solutions and customer experience.

Data & Performance Management

Monitor:

• Account health
• Customer engagement
• Revenue performance
• Retention metrics

Provide actionable recommendations based on data analysis.

4, Cross-Functional Collaboration

Work closely with implementation, operations and support teams to ensure a seamless merchant experience.

Ideal Candidate

• 3-8+ years of Customer Success, Account Management, Merchant Success or Client Services experience
• Experience supporting Shopify or e-commerce merchants
• Strong relationship management skills
• Analytical mindset and data-driven decision making
• Experience in SaaS, E-commerce, Payments, Logistics, FinTech or InsurTech preferred
• Excellent communication and project management skills
• Comfortable working with cross-functional teams