Customer Success Manager

Sierra Studio

5d • $2,000 - $4,000 • Remote

About The Position

As Customer Success Manager, you will own a high-volume book of 100+ Shopify merchants — managing everything from day-to-day support to retention strategy and product adoption. You will be the connective tissue between customers and internal teams, and a key voice in shaping how CS processes evolve. This is a high-ownership role at an early stage. You will not inherit a polished system — you will help build one.

Requirements

• 3+ years in Customer Success, Account Management, or a similar client-facing SaaS role
• Comfortable with ambiguity, context switching, and high-volume account management
• Strong communicator — equally effective talking strategy with a CMO or debugging an integration with a developer
• Technical curiosity: comfortable enough to tweak HTML/CSS, read documentation, or troubleshoot Shopify-related issues
• Experience with Shopify, e-commerce, or loyalty/retention tools
• Based on the West Coast or able to cover PST hours

Nice To Haves

• Exposure to vibe coding, HTML/CSS, or API troubleshooting
• Early-stage startup experience — especially helping create process from scratch

Responsibilities

• Manage a book of 100+ Shopify merchants, each with their own Slack channel — spanning strategy, design, and daily support
• Build genuine relationships with customers and become their go-to for retention strategy and feature adoption
• Lead proactive outreach, QBRs, and daily triage to keep merchants engaged and successful
• Surface bugs, log feedback, and help prioritize what matters most to the product and engineering teams
• Work closely with Product and Engineering to shape onboarding, training, and lifecycle processes

Benefits

• real ownership
• meaningful work
• a team that genuinely invests in the people doing the building

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed