Location: Pasadena, California (Remote or Hybrid)
Role Overview
We are seeking an experienced Customer Success Manager with a proven track record in the e-commerce / Shopify app ecosystem. This role is responsible for managing client relationships, ensuring high product adoption, driving customer satisfaction, and contributing to account expansion. You will act as a trusted advisor to our merchants, helping them achieve measurable business outcomes using our solutions.
About Us
Channelwill is a U.S.-headquartered SaaS company based in Pasadena, California, providing innovative post-purchase solutions for eCommerce brands. Our products help merchants improve customer experience, increase repeat purchases, and build long-term brand loyalty through tools such as returns & exchanges, loyalty programs, and order protection.
Key Responsibilities
• Manage and grow relationships with a portfolio of key accounts in the Shopify ecosystem.
• Proactively guide customers through onboarding, adoption, and expansion phases.
• Analyze customer usage and performance data to identify growth opportunities.
• Collaborate with Product, Marketing, and Sales teams to deliver a seamless customer experience.
• Drive initiatives to reduce churn and increase net revenue retention.
• Act as the voice of the customer internally to influence product development.
Requirements
• Bachelor’s degree in Business, Marketing, or a related field.
• At least 2 years of experience in customer success, account management, or a related role in the e-commerce / Shopify app ecosystem.
• Strong understanding of DTC brands, e-commerce workflows, and post-purchase solutions.
• Exceptional communication and relationship-building skills.
• Data-driven mindset with the ability to translate insights into action.
• Comfortable working in a fast-paced, high-growth SaaS environment.
