Customer Success Manager

Shoplift is a venture-backed SaaS startup in New York City that empowers hundreds of e-commerce merchants to maximize their revenue with our no-code, intelligent UX optimization platform. Your Role: As a pivotal member of our team, you'll be among the first twenty employees in a rapidly scaling startup. Reporting to the Head of Merchant Experience, you'll forge enduring relationships with Shoplift merchants, guiding them through successful implementation and maximizing their revenue potential through strategic insights and data analytics. Key Responsibilities: New Customer Onboarding : Be the go-to person for new customers, managing expectations and success goals for implementing winning tests. Customized Merchant Support: Work closely with merchants to tailor Shopify experiences, addressing their unique e-commerce needs. Implementation Leadership: Guide merchants through the implementation process, aligning stakeholders with clear goals and timelines. Engagement and Relationship Management: Build and maintain positive relationships, acting as the main communication link and proactive problem-solver. Collaborative Feature Development: Partner with our marketing and product teams to develop and communicate new features effectively. Customer Support Excellence: Tackle technical issues head-on, ensuring swift resolutions in collaboration with our design and development teams, and engineering solutions to merchant needs. Team Building and Process Improvement: Enhance our CSM documentation, identify and implement process improvements, and contribute to team growth and training. What We Need From You: Experience: At least 2 years in a CSM role in a SaaS or e-commerce setting. Skills: Independent project management, excellent problem-solving, and top-notch communication. Extra Points For : Technical or data background (HTML/CSS & coding experience a big plus), early startup experience, mentoring skills, and a Bachelor’s degree (or equivalent). Interested? Please complete this short questionnaire: https://loebdata.typeform.com/csmquizemailxxxxx&namexxxxx&hubspot_utkxxxxx&hubspot_page_namexxxxx&hubspot_page_urlxxxxx