Shopify Merchant Success Manager (Apps | eCommerce)

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!

Skills Required
Shopify, Liquid, Css, Html