Customer Success Manager, DACH

As a Customer Success Manager, you'll manage a portfolio of Shopify merchants and act as their strategic advisor across retention, renewals, growth, and product adoption. You'll build trusted relationships at every level including executives and make recommendations that help merchants achieve their business goals on Shopify.

This role requires business level fluency in German and will primary support German speaking Merchants.

Key Responsibilities

• Manage a portfolio of Shopify merchants and build strong relationships with stakeholders at all levels.

• Drive retention and renewals by demonstrating value, managing risk, and supporting long-term merchant success.

• Create success plans aligned to merchant goals and recommend strategies, products, and services that support growth.

• Identify opportunities to increase product adoption and expand merchant value across the Shopify ecosystem.

• Guide merchants through onboarding, adoption, growth, and ongoing value realization.

• Partner with internal teams to coordinate support, solve problems, and improve the merchant experience.

• Use proactive outreach, education, and scalable programs to engage merchants at scale

• Maintain strong operational discipline: planning, documentation, and follow-through.

Qualifications

• Experience in customer success, account management, or a similar customer-facing role.

• Strong understanding of ecommerce - acquisition, conversion, retention, and growth.

• Proven track record driving retention, renewals, and customer value within a portfolio.

• Business acumen and the ability to influence stakeholders at multiple levels.

• Technical aptitude and the ability to quickly learn new tools and platforms.

• Experience using AI tools to improve productivity or effectiveness.

• Strong attention to detail, accountability, and documentation habits.

• Strong resilience and high levels of curiosity and care.

Nice to have

• Experience with Shopify as a merchant, partner, or within the broader ecosystem.

• Experience with ecommerce or payments

• Familiarity with Salesforce, Salesloft, or similar CRM and reporting tools.

• Knowledge of digital marketing channels - paid media, social, SEO.

• Experience presenting in webinars, workshops, or live events.