Senior Enterprise Customer Success Manager

About The Role

As a Senior Enterprise Customer Success Manager, you will be pivotal in managing our most complex Enterprise customers, ensuring their success and growth on our platform. This role involves leading strategic initiatives to enhance the Enterprise Customer Success team and maintaining high-level relationships to drive revenue growth and customer retention. You will lead your book of business by managing and cultivating relationships at the C-suite level, fuelling revenue growth, enhancing product adoption, and guaranteeing customer success and retention for our largest enterprise retailers.

Responsibilities:

Manage a book of business of Shopify's largest and most complex customers, focusing on retaining and growing their revenue on Shopify.
Contribute to the Enterprise Accounts Success team's growth by spearheading special strategic initiatives and providing guidance and coaching on processes, enablement and skills development.
Develop complex contract strategies and proactive revenue growth strategies. Implement innovative approaches to contract pricing analysis and revenue optimization.
Establish and maintain strong relationships with senior leaders and executives within Shopify. Leverage relationships to drive strategic initiatives and influence Enterprise Success team needs.
Stay updated on industry trends and share knowledge through various channels. Drive thought leadership initiatives to position yourself as an industry expert.
Establish and nurture strong relationships with customers based on trust, understanding, and effective communication. Develop personalized strategies to address individual customer needs.
Develop strategic plans and goals aligned with business objectives and identify opportunities for upselling and cross-selling Shopify's suite of products and services.
Provide regular insights on growth and risk within enterprise accounts.
Other responsibilities include: Triaging technical issues to Shopify's escalated Support teams, working with internal Shopify teams to advocate for merchants' needs and requests, matching merchants with top Shopify Partners to assist with custom design and development projects and ongoing innovation.

Desired Skills And Qualifications

Proven track record in enterprise customer success or client management, with a focus on driving revenue growth and customer engagement.
Experience in using data-driven insights for strategic decision-making and portfolio optimization.
Deep understanding of e-commerce ecosystems and the ability to develop tailored e-commerce strategies.
Excellent communication skills, capable of engaging effectively with C-suite stakeholders.
Strong experience in managing contract renewals, developing negotiation strategies, and identifying upselling opportunities.
Passion for commerce with significant experience in the retail, agency, or SaaS technology sectors.
Exceptional organizational and account management skills, with the ability to prioritize effectively.
Technical proficiency to translate complex information into actionable insights for customers.
Skilled in using Salesforce or similar CRM software and business reporting tools.

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
Use AI tools reflexively as part of your fundamental workflow
Embrace differences and disagreement to get shit done and move forward
Work digital-first for your daily work
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