Customer Success Manager

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🏔️ About Sierra Studio Sierra Studio is a product development firm dedicated to empowering founders and business leaders to build impactful products. Our team is committed to delivering high-quality solutions that drive business growth. We prioritize a culture of good vibes, open communication, and continuous learning - giving our people the resources they need to thrive. 🏢 About Our Hiring Partner You will be embedded at a fast-growing loyalty and referrals platform built specifically for Shopify brands. Our hiring partner helps e-commerce businesses build retention through customizable loyalty programs and referral flows. This is a pre-seed startup scaling rapidly - the kind of place where the playbooks don't exist yet and you help write them. The team is small, customer-obsessed, and moves fast. If you thrive in ambiguity and like building things from scratch, this is the environment for you. 🖼️ About The Role As Customer Success Manager, you will own a high-volume book of 100+ Shopify merchants - managing everything from day-to-day support to retention strategy and product adoption. You will be the connective tissue between customers and internal teams, and a key voice in shaping how CS processes evolve. This is a high-ownership role at an early stage. You will not inherit a polished system - you will help build one. 🔨 What You'll Do Manage a book of 100+ Shopify merchants, each with their own Slack channel - spanning strategy, design, and daily support Build genuine relationships with customers and become their go-to for retention strategy and feature adoption Lead proactive outreach, QBRs, and daily triage to keep merchants engaged and successful Surface bugs, log feedback, and help prioritize what matters most to the product and engineering teams Work closely with Product and Engineering to shape onboarding, training, and lifecycle processes 🔎 What We're Looking For 3+ years in Customer Success, Account Management, or a similar client-facing SaaS role Comfortable with ambiguity, context switching, and high-volume account management Strong communicator - equally effective talking strategy with a CMO or debugging an integration with a developer Technical curiosity: comfortable enough to tweak HTML/CSS, read documentation, or troubleshoot Shopify-related issues Experience with Shopify, e-commerce, or loyalty/retention tools Based on the West Coast or able to cover PST hours Bonus skills: Exposure to vibe coding, HTML/CSS, or API troubleshooting Early-stage startup experience - especially helping create process from scratch 🤝 Who We're Looking For We're looking for someone who doesn't need a playbook to get started. You manage complexity without breaking a sweat, you communicate proactively, and you take ownership of outcomes - not just tasks. You're as comfortable talking churn risk with a founder as you are jumping into a Slack thread to unblock a merchant. 📋 Hiring Process Hiring Screen with Sierra Studio Executive Interview with Sierra Studio Interview with hiring partner leadership 💰 Compensation: 2 - 4K USD 💡 Why Join Us? At Sierra Studio, you become part of a network of high-caliber professionals embedded at innovative companies. You'll have real ownership, meaningful work, and a team that genuinely invests in the people doing the building.

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