Senior Customer Success Manager (Australia)

About The RoleShopify empowers millions of merchants from all over the world to succeed at entrepreneurship. We're with our merchants each step of the way to help them start, and scale their businesses while allowing them to sell through numerous channels.We give high-growth, high-volume merchants the scalability, reliability and flexibility they need. Shopify Plus helps power commerce for companies like JB Hifi, The Good Guys, HiSmile, Allbirds, Princess Polly and many more. We believe merchants should love their commerce platform and we work hard to make that happen.The world needs more Shopify: if you are driven by new challenges, hustle and great growth opportunities this is the place to be! We are growing and the landscape is changing every day; this is where you come in.Job DescriptionOur Customer Success team acts as strategic advisors for all our Shopify Plus merchants. As a Senior Customer Success Manager, you are so much more than a traditional Account Manager. It will be essential that you are passionate about the success of our merchants, and that you leverage your role to help high-growth, high-volume merchants be successful.To be successful in this role, you will be tasked with supporting merchant growth by applying strategies that ensure our merchants feel supported and are made aware of all the great features and products that they have access to on Shopify Plus. You will provide them with recommendations on how to build and implement the right tactics to move their business forward, and leverage scalable tactics to support merchant growth.This is a remote position available within Australia.Your primary responsibilities include:Drive Merchant GrowthGoal: Retain and maintain healthy merchants with growing revenue.Build a strategic relationship based on trust between Shopify and the Merchant and create success plans for your merchantsBe prepared, actively listen and make relevant recommendations. The more trust they have with you, the more willing they are to listen to your recommendations, resulting in growing GMVAccurately Detect and Mitigate Risk: Use your knowledge of the merchant to determine the merchant’s risk level by evaluating risk related insights.Demonstrated stakeholder management across all levels of the organisation, from C-Suite through to individual contributors, and maintain accurate information within SalesforceDemonstrate strong discovery: Lean into active listening when asking those deep discovery questions. Find out what’s going on not only with the merchant, but with their environment as well - this will allow you to align Shopify solutions to their business objectivesExecute the Merchant Lifecycle through onboarding, adoption, value realisation and growth.Nurturing and engaging merchants through proactive outreach, and tactics such as hosting webinars and creating email campaignsDrive Product UsageGoal: Find and present compelling product/partner/app adoption opportunitiesCreate tailored product adoption plansMap Shopify product/platform solutions to merchant success objectives via Success PlansObtaining merchant feedback and identifying problem areas before they become major issuesGrow your Shopify expertise:Complete Product and Process Enablement regularlyUnderstand how to navigate common technical scenarios. Use discovery techniques to gain understanding of the challenges merchants are facing and how Shopify’s product is positioned to alleviate the challenge(s) at handHelp merchants navigate the full extent of the Shopify ecosystem (including partners, strategic partnerships and apps)Enable Cross-SellGoal: Present monetization product opportunities (cross-sell)Uncover Shopify opportunities: Be able to present the value proposition of products, features, services, partners, and apps that are relevant to merchants and add value to their business and customers.Ongoing product enablement to learn about what Shopify and our ecosystem has to offer, and then understand the products, features, services, partners, and apps well enough to make strong recommendations to merchants who are eligible in order to create opportunities.Collaborating with other Shopify teams to recommend, plan, and coordinate, ensuring the merchant receives the best possible experience across ShopifyQualificationsRequirements5+ years proven experience in an account management/customer success. Ideally in eCommerce or SaaS solutionsExperience in eCommerce/EC (understanding of acquisition, conversion, retention); it is a complex ecosystem with many moving parts, and you need to communicate how they fit togetherTechnical aptitude – quick to develop a deep understanding of new software and a desire to learn the Shopify platformDemonstrate a high-degree of customer-centric thinking, behavior and track record and experience working cross-functionally between sales, engineering, and support teamsStrong business acumen and experience providing strategic advice to customersExperience providing customer value and driving retentionExperience identifying opportunities within your customer baseStrong communication skills, both verbal and written; with the ability to communicate at all levels within and outside the organization with the ability to set expectations and manage difficult conversationsHigh level of detail and accountability in your work and recording your effortsExperience using Salesforce or similar CRM softwareIt helps to havePrevious work with Shopify’s platform as a merchant, a partner, etc.Strong knowledge of Salesforce, Excel, Salesloft or similar CRM software and reporting business toolsExperience or training in Digital Marketing (paid advertising, social media, SEO etc); you know the tactics that will drive resultsExperience in proactively identifying talking points and conducting proactive outreach to clients and extending consultative supportA focus on product adoption and strong demoing ability are assets.Experience speaking at webinars or in person eventsExperience working with other EC providers and marketplacesPast remote work experienceBachelor’s Degree or equivalent experienceExperience leveraging automation and AI tools to drive role efficiencies.About ShopifyOpportunity 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 YouMoving 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 everyoneExcel by seeking professional and personal hypergrowthKeep up with an unrelenting pace (the week, not the quarter)Be resilient and resourceful in face of ambiguity and thrive on (rather than endure) changeBring critical thought and opinionUse AI tools reflexively as part of your fundamental workflowEmbrace differences and disagreement to get shit done and move forwardWork digital-first for your daily work