Role Type: Full-Time
Work Location: Remote (Toronto, Canada)

Reports to: Head of Customer Success

Work Authorization: Applicants must have legal authorization to work in Canada at the time of hire. CWILL is not able to provide visa sponsorship at this time.

About CWILL
CWILL (pronounced “quill”) is a post-purchase and retention platform for Shopify brands. We help merchants reduce support tickets, recover revenue lost from returns, and turn one-time buyers into loyal fans—using tools designed for every step after the sale.

The Role
CWILL is hiring a Customer Success Manager to support and grow relationships with eCommerce merchants using our post-purchase and retention products.

You’ll work closely with merchants to ensure they get the most value from CWILL, from onboarding through ongoing adoption. You’ll resolve issues, monitor account health, collect customer feedback, and partner with internal teams to help merchants succeed. This is a hands-on, customer-facing role where no two days are the same.

The ideal candidate is highly customer-focused, communicates clearly, and is comfortable working in a fast-paced startup where some processes are still evolving. You don’t need to have every answer—you do need to be resourceful, follow through, and truly care about merchant outcomes.

What You’ll Do

Onboarding & Adoption
– Lead new merchants through onboarding, including setup, product configuration, and early best practices across CWILL’s suite of tools
– Help customers adopt features across order tracking, returns, shipping protection, reviews, loyalty, and retention workflows
– Spot early adoption risks and help customers reach value faster
– Maintain onboarding checklists, templates, and enablement materials for common customer segments

Account Management & Retention
– Manage a portfolio of SMB merchants as their primary point of contact
– Track account health, product usage, and renewal or churn indicators
– Conduct regular customer check-ins and performance discussions centered on outcomes
– Identify upsell, cross-sell, and renewal opportunities by flagging customer needs to the team

Support & Issue Resolution
– Triage customer issues, coordinate with internal teams, and communicate clearly with customers until resolution
– Identify recurring support issues and escalate them as product feedback or improvements for the help center
– Maintain strong standards for responsiveness, follow-through, and documentation

Insights & Collaboration
– Gather customer feedback, feature requests, and competitive insights from daily conversations
– Share customer insights with Product and Marketing to guide roadmap and content priorities
– Keep CRM records, account notes, and lifecycle stages accurate and up to date

Requirements

What We’re Looking For
– Bachelor’s degree or equivalent practical experience
– 2+ years of experience in Customer Success, Account Management, Support, or a similar customer-facing SaaS role
– Experience working with B2B SaaS customers; eCommerce, Shopify ecosystem, DTC, or retention software experience is a plus
– Strong written and verbal communication skills—able to explain product value clearly, handle conflict calmly, and build customer trust
– Highly organized and dependable, with the ability to manage multiple accounts and priorities without missing details
– Comfortable using CRM and support tools such as HubSpot, Intercom, Zendesk, Gorgias, or similar platforms
– A self-starter who can work independently in a startup environment where documentation may be incomplete

Nice to Haves
– Experience working directly with Shopify merchants or Shopify apps
– Familiarity with post-purchase, returns, order tracking, loyalty, reviews, or retention products
– Experience supporting SMB or founder-led eCommerce brands
– Basic data skills in Excel, Google Sheets, or HubSpot reporting
– Bilingual in English and Mandarin Chinese (helpful for collaborating with global teams)

Benefits
Starting Pay: 60–80K + Commission, depending on experience (negotiable)
– 401(k)
– PTO
– Paid Holidays
– Insurance

CWILL is an equal opportunity employer. We assess candidates based on the skills and experience required for the role and welcome applicants from all backgrounds.