Customer Success Associate

Stay AI•New York, NY

1d•Remote

About The Position

Stay AI is powered by savvy DTC industry vets, who have each been building subscription programs for over ten years. We’ve worked with over 300+ subscription-focused CPG brands that have generated hundreds of millions of dollars in subscription revenue alone. Our product is shaped by eCommerce experts who specialize in acquisition and retention—and it shows. We have amazing investors like Telescope Partners, with participation from Boulder Food Group, Riverpark Ventures, and Vanterra Capital. Previous investments were led by Watchfire Ventures, alongside industry leaders such as Nik Sharma (Sharma Brands) and Adam Turner (Postscript). We are not afraid of challenging work and are excited to build the next big thing. Sound good to you? Then, please read more about our role! Our culture: We are dedicated to our work, but equally committed to celebrating our achievements. Collaboration is at the heart of everything we do, as we firmly believe in the power of teamwork. While we are remote-first as a company, we try to create opportunities to meet each other. That's why we organize annual offsite retreats in beautiful Park City, Utah and Mexico! Who You Are: You have experience in the Shopify ecosystem, whether working for a Shopify brand, supporting merchants through a partner app, or managing ecommerce operations You’re excited about helping ecommerce brands succeed and enjoy working directly with customers to solve problems You’re detail-oriented, organized, and take pride in delivering thoughtful, accurate work You’re curious and inquisitive, motivated to understand how things work and how they can be improved You’re comfortable asking questions, seeking feedback, and learning quickly You enjoy rolling up your sleeves to troubleshoot issues and help merchants get the most out of a platform You’re interested in building a career in Customer Success within ecommerce and SaaS You’re comfortable working in a fully remote environment and collaborating with teammates across tools like Slack, Intercom, and Salesforce

Requirements

1+ years of experience working in the Shopify ecosystem (for example: at a Shopify brand, Shopify app partner, or supporting ecommerce merchants)
Exposure to subscriptions, ecommerce operations, or merchant support
Strong communication skills and comfort working directly with customers
A proactive, problem-solving mindset and the ability to troubleshoot issues independently
Attention to detail and the ability to manage multiple customer needs at once
Ability to manage multiple customer needs, prioritize effectively, and collaborate across teams
Interest in building a career in Customer Success within a SaaS environment

Responsibilities

Partner with merchants to help them launch, manage, and grow their subscription programs using Stay
Provide hands-on support with feature setup, configuration, and ongoing optimization
Answer technical and non-technical questions and guide merchants on platform best practices
Monitor merchant usage and adoption to ensure customers are successfully using Stay’s features
Use tools like Salesforce and Intercom to manage customer interactions and maintain accurate records
Collaborate with Product, Engineering, and Customer Success teams to resolve issues and improve the merchant experience
Identify opportunities to help merchants improve subscription performance and reach their goals
Document insights and contribute to improving internal processes and resources

Benefits

Massive opportunity: Help build the partnership motion at a fast-scaling SaaS company
Real product-market fit: Stay AI solves urgent problems for fast-growing brands
Elite team: Work alongside humble professionals who know how to win
Impact: You’ll be a foundational part of a high-performance Customer Success org

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