Senior Customer Success Manager (United Kingdom, Ireland)

Senior Customer Success Manager at Shopify, responsible for guiding high-growth merchants through strategic use of Shopify’s platform to drive growth and retention.

About the Role

Fluency in German required. Our Customer Success team acts as strategic advisors for all high-growth, high-volume Shopify merchants. The Senior Customer Success Manager is more than a traditional Account Manager; you will build relationships with merchants, recommend tactics to grow their business, and determine the optimal Shopify products for their unique needs. Working closely with the Cross‑Sell team, you’ll ensure effective adoption of solutions and consistently achieve quarterly targets.

Responsibilities

• Serve as a cross‑functional leader across Shopify to ensure a unified, seamless merchant experience.
• Coach merchants to grow their business by partnering on goal development and providing tailored, structured recommendations.
• Identify areas for improvement, including opportunities for product adoption and new Shopify features, and recommend ways to best utilize Shopify’s solutions.
• Build relationships and act as a Trusted Advisor focused on growing and retaining merchants.
• Connect merchants with top Shopify Partners for custom design and development projects.
• Partner with internal Shopify teams to advocate for merchants’ needs and requests.
• Demonstrate an in‑depth understanding of industry trends.
• Drive product adoption across Shopify’s offerings.
• Manage and prioritise your book of business effectively in line with business expectations.

Qualifications

• Proven experience in SaaS account management.
• Experience in eCommerce (understanding of acquisition, conversion, retention) and ability to communicate the ecosystem.
• Strong business acumen and experience providing strategic advice to customers.
• Exceptional ability to develop and maintain relationships with a wide range of personalities, levels, and roles.
• Experience providing customer value and driving retention; merchant‑focused mindset.
• Experience or training in digital marketing (paid advertising, social media, SEO, etc.) and understanding of tactics that drive results.
• Technical aptitude and quick to develop a deep understanding of new software.
• Experience in meeting targets while remaining merchant‑focused.
• Proven ability to analyse complex situations and drive goals and action plans to lead merchants to achieve key objectives.
• High‑degree of customer‑centric thinking, behaviour, and track record with cross‑functional collaboration between sales, engineering, and support teams.
• Experience in Challenger Selling or other sales methodologies.
• Must be native German speaking or have full‑level working proficiency.

Additional information: This role is fully remote within the UK or Ireland.

About Shopify

Shopify places independence within reach for anyone with a dream to start a business. 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 while creating more choices and opportunities for all.

About You

Moving at our pace brings a lot of change, complexity, and ambiguity—and a little 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 the face of ambiguity and thrive on change.
• Bring critical thought and opinion.
• Use AI tools reflexively as part of your fundamental workflow.
• Embrace differences and disagreement to get things done and move forward.
• Work digital‑first for your daily work.

Seniority level

Associate

Employment type

Full‑time

Job function

Other

Industries

Software Development