We’re looking for a Customer Success Manager to join our Success Team
supporting Shopify+ merchants with adoption and growth of custom membership
and loyalty programs.
**Ideal candidate has an eCommerce agency or consulting background with 3+
years in the Shopify ecosystem.**
You’ll act as an external partner for our white-glove merchants, providing
strategic guidance around loyalty program benefits, marketing strategy, and
overall growth opportunities to ensure their program drives the incremental
profit expected. If you know the Shopify ecosystem, thrive in a fast-paced
environment and aren't afraid to be the one paving the way we should talk.
**Prior experience in the Shopify+ ecosystem at an enterprise brand, agency,
other tech provider, or in-house at Shopify is a hard requirement for this
role.**
Responsibilities:
* Serve as the subject matter expert to guide customers through the process of conceptualizing, implementing, growing, and evolving their loyalty programs, to achieve agreed-upon business goals and timelines.
* Monitor membership growth rates and behavioral changes post-loyalty implementation, using these insights to refine and influence merchant strategies, clearly communicate impact and secure contract renewals.
* Manage complex technical dynamics related to the implementation, merchandising, and marketing of loyalty programs, ensuring seamless integration within each customer’s existing enterprise tech stack.
* Maintain a regular and purposeful communication cadence; present results, innovation opportunities, and strategic ideas during quarterly strategy sessions to achieve growth goals.
* Actively seek customer feedback and monitor key performance indicators to identify and implement process improvements, with a focus on increasing efficiency, enhancing customer satisfaction, and achieving successful outcomes.
* Work closely with Product, Partnerships, Sales, and Solutions Engineering teams to support customers throughout all phases of engagement, fostering feedback loops that enhance departmental growth and customer satisfaction.
* As a seasoned success manager, offer insight into the department's structure, team members, processes, and functions as we scale to a much larger organization. This role may eventually have direct reports and responsibilities will be expanded to include training, developing, and managing pod members to ensure successful outcomes for customers.
* Other duties as discovered and required by Inveterate.
Characteristics:
* Empathetic: You think like your merchants, anticipate needs, find opportunities, and embrace that your success is dependent on theirs.
* Accountable: You own your role in Inveterate’s success. You’re prepared to establish, maintain, and evolve CS processes and bring a point of view about what’s needed to operate efficiently at our stage. You expect the same from your teammates.
* Adaptable: You thrive in an uncertain, ever-changing, and fast-paced start-up environment by modifying, responding to, suggesting, and integrating change with minimal personal resistance.
* Trust Worthy: You build rapport and trust with customers and brand executives as the subject matter expert, known to be organized, efficient, responsive, reliable, and solution-focused. Positive: You have excellent interpersonal, verbal, and written communication skills, a clear communication style overall, and a positive attitude.
Requirements:
* 5+ years of collective experience across eCommerce, digital marketing, or customer experience at a brand, agency, or other marketing technology company.
* An engaging presentation style and confidence in speaking to stakeholders at all levels.
* A drive to work hard and WIN BIG!
* Prior success in an early-stage or high-growth environment where you’ve played a role in carving the path and creating the playbook is a plus.
* Prior Shopify Plus experience required.
