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Salary: USD 120,000 - 130,000 / annual
Shoplift is a next-generation experimentation platform built specifically for Shopify merchants. The company helps ecommerce brands discover what actually converts through visual editors, AI-powered recommendations, and expert guidance. With 2,000+ brands using the platform—including Skullcandy, Our Place, Casper, KITH, and Liquid Death—Shoplift is one of fewer than 80 Shopify Certified Technology Partners.
As a Senior Customer Success Manager, you will own a portfolio of strategic merchant accounts and be responsible for their retention, growth, adoption, and advocacy. You will act as a trusted advisor, translating business objectives into testing roadmaps, guiding merchants through data-driven decisions, and ensuring they see measurable value from the Shoplift platform. Your work directly impacts both customer outcomes and company revenue.
Key responsibilities include: owning portfolio outcomes and account health; driving business results by partnering with merchants on go-to-market initiatives; building multi-threaded relationships with decision-makers; translating merchant goals into high-impact test ideas; identifying underutilization and expansion opportunities; forecasting and managing churn risk; capturing success stories and building advocacy; and elevating the broader Customer Success team through mentorship and process improvement.
You will work with sophisticated merchants who understand that testing is critical to competitive success. You'll help shape Customer Success strategy as the company scales, with direct influence over playbooks and processes. The role offers high autonomy, direct revenue impact, and clear paths into leadership for top performers.
Requirements:
Must-haves:
- 5+ years in ecommerce, SaaS Customer Success, or CRO
- Startup experience in early or high-growth company with ability to operate with limited structure and high autonomy
- Deep ecommerce knowledge and collaboration experience with ecommerce brands or inside ecommerce
- Ownership mindset: treat portfolio retention, growth, adoption, and advocacy as your numbers
- Leadership presence: run full merchant lifecycle end-to-end without hand-holding; teammates and customers look to you for guidance
- Resourceful and proactive problem-solving
- Data-driven mindset with ability to analyze test results and make strategic recommendations
- Thrives in fast-paced startup environment with shifting priorities and high autonomy
Nice-to-haves:
- Experience at Shopify-adjacent company or as CRO manager at DTC Shopify brand
- Strong understanding of testing methodology with hands-on A/B testing experience
- CRO certification or statistics background (statistical significance, sample sizes, hypothesis development)
- Experience with analytics platforms (Google Analytics, GA4, Segment)
