About The Role Fluency in English required.

Our Customer Success team partners with Shopify Plus merchants to help them grow, realise value from the platform, and build long-term success.

As a Senior Customer Success Manager on our Mid-Market Scaled team, you will manage a large portfolio of high-growth, high-volume merchants and act as a strategic advisor across retention, renewals, growth, and product adoption. You will use data-led prioritisation, scalable engagement, and targeted one-to-one interventions to build trusted relationships, identify risks and growth signals, and recommend solutions that help merchants achieve their business goals on Shopify.

Key responsibilities:

- Manage a large portfolio of Shopify Plus merchants—typically 300–500—and build strong relationships with priority stakeholders at all levels, including executives.
- Drive retention and renewals by demonstrating value, managing risk, and supporting long-term merchant success.
- Guide merchants through onboarding, adoption, value realisation, and growth.
- Identify and nurture merchant growth signals, create focused success plans, and recommend strategies that support measurable business outcomes.
- Identify opportunities to increase product adoption and expand merchant value across the Shopify ecosystem.
- Partner with internal teams to coordinate support, solve problems, act on growth opportunities, and improve the merchant experience.
- Use data, automation, AI, proactive outreach, and scalable programs such as webinars and campaigns to prioritise and engage merchants effectively.
- Maintain strong operational discipline through effective planning, segmentation, documentation, and follow-through.

Qualifications:

- Experience in Customer Success, account management, or a similar customer-facing role.
- Experience supporting ecommerce customers in a strategic,



consultative capacity.
- Experience managing a large or complex book of business, with strong attention to detail, accountability, and documentation habits.
- Strong understanding of ecommerce, including acquisition, conversion, retention, operations, and growth.
- Experience driving retention, renewals, product adoption, and customer value within a portfolio.
- Strong commercial judgement, ruthless prioritisation, and the ability to turn merchant signals into clear action.
- Solid business acumen, communication skills, and the ability to influence stakeholders at multiple levels.
- Technical aptitude and the ability to quickly learn new tools, products, and platforms.
- Experience working cross-functionally with teams such as Sales, Cross-Sell, Support, Product, and Engineering.
- Experience using AI tools to improve productivity, prioritisation, or effectiveness.

Bonus:

- Experience with Shopify as a merchant, partner, or within the broader Shopify ecosystem.
- Experience in Scaled or Digital Customer Success, lifecycle programs, or tech-touch engagement models.
- Familiarity with CRM, reporting, and outreach tools.
- Knowledge of digital marketing channels such as paid media, social, and SEO.
- Experience delivering proactive, consultative outreach to customers.
- Strength in driving product adoption and delivering effective product demos.
- Experience presenting in webinars, workshops, or live events.




- Familiarity with other ecommerce platforms and marketplaces.
- Experience working remotely in a distributed environment.
- Experience using automation and AI tools to improve efficiency and effectiveness.

About Shopify Opportunity is not evenly distributed. Shopify puts independence within reach for anyone with a dream to start a business. We propel entrepreneurs and enterprises to scale the heights of their potential. Since 2006, we’ve grown to over 8,300 employees and generated over $1 trillion in sales for millions of merchants in 175 countries. This is life-defining work that directly impacts people’s lives as much as it transforms your own. This is putting the power of the few in the hands of the many, is a future with more voices rather than fewer, and is creating more choices instead of an elite option.

About You Moving at our pace brings a lot of change, complexity, and ambiguity—and a little bit of chaos. Shopifolk thrive on that and are comfortable being uncomfortable. That means Shopify is not the right place for everyone.

Before you apply, consider if you can:

- Care deeply about what you do and about making commerce better for everyone
- Excel by seeking professional and personal hypergrowth
- Keep up with an unrelenting pace (the week, not the quarter)
- Be resilient and resourceful in face of ambiguity and thrive on (rather than endure) change
- Bring critical thought and opinion
- Put AI agents and tools to work on the tasks they're built for, and focus on the work only humans can do
- Embrace differences and disagreement to get shit done and move forward
- Work digital-first for your daily work

We may use AI-enabled tools to screen, select, and assess applications. All AI outputs are reviewed and validated by our recruitment team.

📌 Senior Customer Succes Manager, Scaled (Australia)
🏢 Shopify
📍 Australia