Job Title: Customer Success Manager (CSM)
Location: North America
Employment Type: Full-time
About Us
Channelwill is a fast-growing SaaS company dedicated to helping eCommerce merchants deliver exceptional post-purchase and retention experiences. With 100,000+ merchants served globally and a strong footprint in the Shopify ecosystem, we provide solutions that span reviews, loyalty, order tracking, returns, and shipping protection. Our mission is to help brands sell more, retain longer, and scale smarter.
Role Overview
We are seeking a proactive and experienced Customer Success Manager (CSM) to join our North America team. This role is pivotal in driving customer adoption, retention, and growth. You will act as the trusted advisor to SMB and mid-market clients, ensuring they realize measurable value from our solutions while shaping the future of our Customer Success strategy from the ground up.
Key Responsibilities
• Build and maintain strong relationships with SMB and mid-market clients, serving as their main point of contact.
• Drive product adoption, engagement, and measurable business outcomes for assigned accounts.
• Conduct regular business reviews (QBRs) to communicate ROI, share best practices, and align on success metrics.
• Develop and execute scalable playbooks for onboarding, success tracking, and renewal processes.
• Identify opportunities for cross-sell and upsell across Channelwill’s portfolio (loyalty, reviews, post-purchase solutions).
• Act as the customer’s voice internally, partnering with Product, Marketing, and Sales to drive improvements.
• Document client interactions, health scores, and renewal risk in CRM (HubSpot).
• Represent Channelwill at industry events and customer meetings, building brand awareness and trust.
Requirements
• Bachelor’s degree in Business, Marketing, or a related field.
• 2+ years of experience in Customer Success, Account Management, or related client-facing roles within SaaS or eCommerce technology.
• Strong knowledge of the Shopify ecosystem or experience working with eCommerce brands is preferred.
• Proven track record of achieving or exceeding retention and NRR goals.
• Exceptional communication and relationship-building skills.
• Data-driven mindset with the ability to translate insights into action.
• Comfortable with occasional travel for onboarding, client meetings, or events.
What We Offer
- Competitive salary and bonus structure based on performance.
- A fast-paced, collaborative, and growth-oriented culture.
