# Customer Success Manager

> CWILL · Toronto, Canada (Remote) · Full-time · Posted 2026-07-06

**Salary:** USD 60–80

**Workplace:** remote

## Description

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

Reports to: Head of Customer Success

Work Authorization: Candidates 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 suite built for Shopify brands. We help merchants reduce support tickets, recover lost revenue from returns, and turn one-time buyers into loyal fans — with tools purpose-built for every touchpoint that follows the sale.

[www.cwill.com](https://www.cwill.com/)

### **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 will work closely with merchants to help them get the most out of CWILL — from onboarding through ongoing adoption. You'll resolve issues, monitor account health, surface customer feedback, and collaborate with internal teams to make sure merchants are successful. This is a hands-on, customer-facing role where no two days look the same.

The ideal candidate is customer-obsessed, a clear communicator, and comfortable working in a fast-moving startup where some processes are still being built. You don't need to have all the answers — you need to be resourceful, follow through, and genuinely care about merchant outcomes.

### **What You'll Do**

**Onboarding & Adoption**

· Guide 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.

· Identify early adoption risks and proactively 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 main point of contact.

· Monitor account health, product usage, and renewal or churn signals.

· Run regular customer check-ins and performance conversations focused on outcomes.

· Support 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 through to resolution.

· Identify repeat support themes and flag them as product feedback or help center improvements.

· Maintain high standards for responsiveness, follow-through, and documentation.

**Insights & Collaboration**

· Capture customer feedback, feature requests, and competitive insights from daily merchant conversations.

· Share customer context with Product and Marketing to inform 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 related 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 — you can explain product value clearly, resolve conflict calmly, and build trust with customers.

· Organized and reliable, with the ability to juggle multiple accounts and priorities without dropping the ball.

· Comfortable using CRM and support tools such as HubSpot, Intercom, Zendesk, Gorgias, or similar platforms.

· Self-starter who can operate independently in a startup environment where not everything is documented yet.

### **Nice to Haves**

· Direct experience 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 our global teams.

## Benefits

Starting Pay: 60-80K + Commission, depends on experiences, open to negotiation

401(k)

PTO

Paid Holidays

Insurance

_CWILL is an equal opportunity employer. We evaluate candidates on the skills and track record the role requires, and welcome applicants from all backgrounds._

## Apply

[Apply at CWILL](https://apply.workable.com/cwill-us/j/14A8FC201D/apply)

---
Powered by [Workable](https://www.workable.com)