Senior Customer Success Manager, Scaled

Our Customer Success team partners with Shopify Plus merchants to help them grow, realise value from the platform, and build long-term success. As a Senior Customer Success Manager on our Mid-Market Scaled team, you will manage a large portfolio of high-growth, high-volume merchants and act as a strategic advisor across retention, renewals, growth, and product adoption. You will use data-led prioritisation, scalable engagement, and targeted one-to-one interventions to build trusted relationships, identify risks and growth signals, and recommend solutions that help merchants achieve their business goals on Shopify.

Key responsibilities:

• Manage a large portfolio of Shopify Plus merchants and build strong relationships with priority stakeholders at all levels, including executives.

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

• Guide merchants through onboarding, adoption, value realisation, and growth.

• Identify and nurture merchant growth signals, create focused success plans, and recommend strategies that support measurable business outcomes.

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

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

• Use data, automation, AI, proactive outreach, and scalable programs such as webinars and campaigns to prioritise and engage merchants effectively.

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

Qualifications:

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

• Experience supporting ecommerce customers in a strategic, consultative capacity.

• Experience managing a large or complex book of business, with strong attention to detail, accountability, and documentation habits.

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

• Experience driving retention, renewals, product adoption, and customer value within a portfolio.

• Strong commercial judgement, ruthless prioritisation, and the ability to turn merchant signals into clear action.

• Strong business acumen, communication skills, and the ability to influence stakeholders at multiple levels.

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

• Experience working cross-functionally with teams such as Sales, Cross-Sell, Support, Product, and Engineering.

• Experience using AI tools to improve productivity, prioritisation, or effectiveness.

Bonus:

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

• Experience in Scaled or Digital Customer Success, lifecycle programs, or tech-touch engagement models.

• Familiarity with CRM, reporting, and outreach tools.

• Knowledge of digital marketing channels such as paid media, social, and SEO.

• Experience delivering proactive, consultative outreach to customers.

• Strength in driving product adoption and delivering effective product demos.

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

• Familiarity with other ecommerce platforms and marketplaces.

• Experience working remotely in a distributed environment.

• Experience using automation and AI tools to improve efficiency and effectiveness.