Customer Success Manager

About the Role

We are hiring a Customer Success Manager to support a fast-growing SaaS company serving Shopify merchants. This is a high-impact, client-facing role where you'll manage a large portfolio of customers, helping them maximize product adoption, improve retention strategies, and achieve long-term success.

You'll become a trusted advisor to customers while partnering closely with Product and Engineering teams to improve the customer experience and influence product development. This role is ideal for someone who enjoys working in fast-paced startup environments, embraces ambiguity, and takes ownership without waiting for direction.

This is a fully remote opportunity for professionals based in Latin America with availability to work during US Pacific Time business hours.

Key Responsibilities

• Manage a portfolio of 100+ customer accounts, providing strategic guidance and day-to-day support.

• Build strong relationships with customers and serve as their primary point of contact.

• Drive customer adoption, engagement, retention, and overall account health.

• Lead proactive customer check-ins, business reviews, and success planning.

• Respond quickly to customer questions and coordinate issue resolution across internal teams.

• Partner closely with Product and Engineering by communicating customer feedback, reporting bugs, and identifying product improvement opportunities.

• Help improve onboarding experiences, customer education, and success processes as the company continues to scale.

• Maintain accurate customer records and ensure timely follow-up on all customer interactions.

Requirements

• 3+ years of experience in Customer Success, Account Management, Technical Account Management, or a similar customer-facing SaaS role.

• Experience managing a high-volume portfolio of customer accounts.

• Strong relationship-building and stakeholder management skills.

• Excellent written and verbal English communication skills (C1 or C2).

• Comfortable working in fast-moving startup environments with evolving processes.

• Strong organizational and time management skills with the ability to manage multiple priorities simultaneously.

• Technical curiosity and the ability to troubleshoot basic product or integration issues.

• Familiarity with Shopify or the eCommerce ecosystem.

• Availability to work during US Pacific Time business hours.

Preferred Qualifications

• Previous startup experience, particularly with early-stage or high-growth companies.

• Experience supporting Shopify merchants or eCommerce brands.

• Familiarity with loyalty, retention, or customer engagement platforms.

• Basic knowledge of HTML, CSS, APIs, or technical troubleshooting.

• Experience collaborating with Product and Engineering teams to improve customer outcomes.

Success in the First 3 to 6 Months

• Successfully onboard and independently manage a portfolio of 100+ customer accounts.

• Build trusted relationships with key customers while maintaining high customer satisfaction.

• Improve product adoption and customer engagement across your account portfolio.

• Become a reliable cross-functional partner by providing valuable customer insights to Product and Engineering.

• Contribute to scalable customer success processes that support the company's continued growth.

Compensation & Logistics

• Employment Type: Full-time

• Location: Remote (Latin America)

• Schedule: Full-time with working hours aligned to US Pacific Time

• Compensation: USD $3000 to $4000 a month, depending on experience

Company Overview

Our client is a fast-growing SaaS company building products for the Shopify ecosystem. With a customer-first mindset and a collaborative startup culture, the team is focused on helping eCommerce brands grow through innovative technology and exceptional customer experiences. This is an opportunity to join an early-stage company where you'll have meaningful ownership, direct impact, and the chance to help shape how Customer Success scales.