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 â with tools purpose-built for every touchpoint that follows the sale.
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 â 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 â 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 â 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 â 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 backgrou