Customer Success Hero

Monday–Friday, 4:00 PM–12:00 AM ET

Reports to Head of Customer Success

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UpsellPlus helps Shopify brands increase their average order value and conversion rate through intelligent product recommendations and upsells.

More than 300 brands use our products across millions of orders. Our ideal customers are Shopify Plus and larger Shopify brands, particularly in beauty, health, supplements, food, apparel, and home.

We are a small, profitable team. People here have meaningful ownership, work directly with customers, and are expected to solve problems, not merely pass them along.

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Our customers need excellent support, but this role goes beyond answering tickets.

We are hiring a Customer Success Manager to own our evening customer experience. You will help merchants launch successfully, resolve problems quickly, identify opportunities to improve their performance, and ensure every conversation ends with a clear outcome.

You will cover Monday through Friday from 4:00 PM to midnight ET. You must be consistently available throughout this shift. The schedule is well suited to someone based in the Americas or Pacific time zones.

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Within your first 90 days, you will:

• Become fully proficient in UpsellPlus and independently resolve the majority of customer questions.
• Maintain our 30-second initial-response standard for live chat during staffed hours.
• Own assigned customer onboardings from access received through launch.
• Help eligible managed customers launch their first offer within our 24-hour service commitment.
• Complete every proactive customer check-in due within your portfolio.
• Record complete account notes and handoffs before the end of each shift.
• Identify and escalate at-risk accounts during the same shift, not after the customer has already churned.
• Consistently receive strong internal quality reviews for accuracy, ownership, communication, and commercial judgment.

Fast replies matter, but they are not the final outcome. Success means customers launch, obtain value, remain customers, and trust us to help improve their businesses.

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Live customer support

• Respond to customers through live chat and email.
• Diagnose product, configuration, theme, and Shopify-related problems.
• Resolve issues directly whenever possible.
• Bring the right technical person into a conversation when escalation is necessary.
• Stay accountable until the customer has a confirmed resolution.
• Communicate clearly during incidents and ensure customers are never left wondering what is happening.

Customer onboarding

• Understand what each merchant is trying to accomplish.
• Recommend the most appropriate offer types and placements.
• Help configure, review, and launch their first campaigns.
• Confirm that tracking and reporting are working.
• Follow up after launch to review early performance and recommend improvements.

Proactive customer success

• Monitor the health and activity of assigned accounts.
• Contact customers before problems become cancellation requests.
• Conduct proactive check-ins every 6–12 weeks based on customer segment.
• Review customer performance and suggest ways to improve AOV, conversion, or offer adoption.
• Identify expansion opportunities and route them through the appropriate process.

Customer intelligence

• Maintain accurate account notes, health status, and churn-risk information.
• Document recurring customer problems.
• Turn customer feedback into clear, useful product requests.
• Help improve our internal playbooks and customer-facing documentation.

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• You have experience in customer success for a SaaS, ecommerce, or Shopify product.
• You understand the difference between resolving a ticket and making a customer successful.
• You can explain technical concepts simply and confidently.
• You are comfortable reviewing ecommerce performance and making commercial recommendations.
• You remain calm and organized while handling multiple live conversations.
• You take responsibility for outcomes instead of passing problems to another person.
• You communicate exceptionally well in written and spoken English.
• You are comfortable joining customer calls when a live conversation requires it.
• You can reliably work Monday–Friday from 4:00 PM to midnight ET.

Shopify experience is strongly preferred. Experience with upselling, conversion-rate optimization, merchandising, or ecommerce analytics is a meaningful advantage.

This role is probably not for you if

• You want a traditional ticket-closing support role.
• You measure productivity by the number of conversations you touch rather than the number of problems you solve.
• You avoid customer calls.
• You regularly need someone else to tell you what to do next.
• You are unavailable for portions of the required shift.
• You are uncomfortable being measured on response time, customer outcomes, and retention.

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Please submit your resume or LinkedIn profile and answer the following:

1. Tell us about a customer you prevented from churning. What did you notice, what did you do, and what happened?
2. Give an example of a technical customer problem you owned through resolution.
3. Why are you interested in working with Shopify brands?
4. Confirm that you can consistently work Monday–Friday from 4:00 PM to midnight ET.

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