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Shoplift · 6 days ago

Director of Customer Success

United States

Full-time

Remote

Lead/Staff, Director/Executive

$160K/yr - $175K/yr

5+ years exp

Shoplift is an A/B testing platform built specifically for Shopify merchants, helping brands optimize their stores for better conversions. The Director of Customer Success & Support will own the strategy and execution to ensure merchants achieve measurable outcomes and become advocates for the platform.

AnalyticsArtificial Intelligence (AI)E-Commerce PlatformsRetail TechnologySaaS

Responsibilities

Ensure merchants consistently achieve measurable business outcomes with Shoplift

Build a proactive Customer Success motion that drives optimization strategy, test quality & velocity, and consistent business impact across the managed portfolio

Build Customer Success to operate as strategic advisors that guide testing strategy and influence merchant action, not just responding to inbound requests

Ensure Customer Success actively shapes merchant experimentation strategy with optimization guidance and CS-driven hypotheses

Build operating cadence and accountability around merchant results delivery

Own the Customer Success strategy and operating approach that drives retention

Build early-warning processes for churn risk and implement an escalation framework

Partner with Sales on renewal and expansion motions by ensuring adoption + value delivery that makes renewals feel inevitable

Establish expectations and standards for strategic engagement

Build a reliable system for capturing merchant wins and converting them into advocacy

Ensure the team consistently drives: testimonials, case studies, and referrals

Partner with Marketing to turn advocacy into pipeline acceleration, brand trust, and category differentiation

Build the systems, processes, and performance management needed for CS + Support to operate predictably

Define team KPIs and ensure measurement integrity

Run reviews and performance cadences to identify gaps and drive continuous improvement within CS & Support

Manage the support team that collaborates with merchants

Set service standards for speed, resolution quality, and merchant delight

Ensure support interactions reinforce trust in Shoplift and reflect premium quality standards

Scale support through workflows, automation, and AI/self-serve without sacrificing human experience

Use support insights to reduce recurring issues and improve product quality over time

Treat enablement as a first-class lever for adoption, support efficiency, and merchant success

Ensure merchants and CS have clear materials for core features + top workflows such as articles, tutorials, videos, and webinars

Maintain freshness and update rigor so enablement reflects current product behavior

Recruit, develop, and retain high-performing talent in Customer Success & Support

Coach CSMs into strategic operators who can interpret results, influence action, and drive adoption

Build onboarding, training, and career paths that raise the CS bar continuously

Qualification

Customer Success LeadershipRetention StrategyEcommerce ExperienceTeam BuildingA/B Testing ExperienceCross-Functional CollaborationCustomer AdvocacySupport ExcellenceCustomer Education

Required

5+ years leading Customer Success & Support: You've built or led a Customer Success organization with measurable retention outcomes

Scaling startup experience: You've led Customer Success at a company that grew from Series A through Series C or later. You know how to translate 'success' into a system and lead a support team to delight customers

Team building: Experience hiring and developing Customer Success Managers & Support Specialists. You can coach a team for high-quality strategic engagement, not just service delivery

Strong cross-functional instincts: and can translate customer insights into product, support, and GTM improvements

You care about quality: results delivery, support responsiveness, and merchant trust

3+ years of ecommerce experience