Role Overview
We are looking for a Shopify-focused Customer Success Manager to work closely with eCommerce businesses using our Shopify apps.
This is not a generic Customer Success role — you will be expected to:
- Navigate real Shopify stores
- Understand collections, themes, merchandising
- Solve practical eCommerce problems
You'll work with 3000+ Shopify stores globally, helping them improve conversion, merchandising, and store performance using our apps.
Key Responsibilities
Customer Success (Shopify Apps - Core Role)
- Handle merchant queries via chat/email (Shopify app support)
- Work directly with Shopify store owners, growth teams, and founders
- Analyze live stores and suggest improvements (sorting, collections, merchandising, etc.)
- Own onboarding & activation of new merchants
- Drive adoption, retention, and upsell
- Troubleshoot: Theme issues, Collection setup, Product data problems App conflicts
This is a hands-on role inside Shopify Admin, not just responding to tickets.
Additional Responsibilities
- Conduct product demos & onboarding calls
- Engage with Shopify App Store reviews & community
- Create Shopify-focused content (guides, use-cases, tutorials)
- Run email campaigns for merchants
- Share product feedback with engineering
- Track activation, retention, and merchant success metrics
Must-Have Requirements (Non-Negotiable)
- Hands-on experience with Shopify (stores / apps / agencies / SaaS tools)
- Comfortable navigating: Shopify Admin, Collections & products, Themes & basic customization
- Prior experience in: Shopify apps OR eCommerce SaaS OR Shopify agency / store operations
Good to Have
- Basic understanding of HTML/CSS or Liquid
- Experience with Shopify APIs / app integrations
- Exposure to D2C brands or eCommerce growth
Not a Fit If
- You have only worked in generic Customer Support / BPO roles
- No hands-on experience with Shopify eCommerce stores or apps
- No exposure to eCommerce workflows
What We're Really Looking For
- Someone who can open a Shopify store and immediately understand what's wrong
- Think like a merchant / growth manager, not just support
- Takes ownership of merchant success, not just ticket resolution
Work Timings
This role follows a flexible schedule with a focus on customer availability. Office timings shall be from 12:30 to 8:30 PM. But we expect chat/email/client call coverage from 10 AM to 11:30 PM IST, with occasional availability on Saturdays if needed. Outside of these requirements, you'll have flexibility to adjust your hours (start late/leave early) as long as customer needs are met.
Why Join Us
- Handsome salary for deserving/hard working/go-getter candidates who have a zeal to achieve something big in life
- Complimentary health insurance cover for you and your immediate family (spouse and kids)
- Be part of a fast-paced tech-startup culture where innovation and growth are at the forefront.
- Collaborate with a passionate, high-performance team.
- Work with top-tier clients in the D2C and eCommerce industries across the globe.
If you're driven by both creativity and customer success, we want to hear from you!
