Our Customer Success team partners with Shopify Plus merchants to help them grow, realize value from the platform, and build long-term success.

As a Senior Customer Success Manager, you will manage a portfolio of high-growth, high-volume merchants and act as a strategic advisor across retention, renewals, growth, and product adoption. You will build trusted relationships, identify risks and opportunities, and recommend solutions that help merchants achieve their business goals on Shopify.

You will be supporting merchant in the greater China region and Business Level Mandarin (spoken and written) is a requirement.

Key responsibilities:

• Manage a portfolio of Shopify Plus merchants and build strong relationships with stakeholders at all levels, including executives

• Drive retention and renewals by demonstrating value, managing risk, and supporting long-term merchant success

• Guide merchants through onboarding, adoption, growth, and ongoing value realization

• Create success plans aligned to merchant goals and recommend strategies, products, partners, and services that support growth

• Identify opportunities to increase product adoption and expand merchant value across the Shopify ecosystem

• Partner with internal teams to coordinate support, solve problems, and improve the merchant experience

• Use proactive outreach, education, and scalable programs such as webinars and campaigns to engage merchants

• Maintain strong operational discipline through effective planning, documentation, and follow-through

Qualifications:

• Business Level Mandarin (spoken and written)

• Experience in customer success, account management, or a similar customer-facing role

• Experience supporting ecommerce customers in a strategic, consultative capacity

• Strong understanding of ecommerce, including acquisition, conversion, retention, and growth

• Experience driving retention, renewals, and customer value within a portfolio

• Strong business acumen, communication skills, and ability to influence stakeholders at multiple levels

• Technical aptitude and the ability to quickly learn new tools and platforms

• Experience working cross-functionally with teams such as Sales, Support, Product, and Engineering

• Strong attention to detail, accountability, and documentation habits

• Experience using AI tools to improve productivity or effectiveness

Bonus:

• Experience with Shopify as a merchant, partner, or within the broader Shopify ecosystem

• Familiarity with Salesforce, Excel, Salesloft, or similar CRM and reporting tools

• Knowledge of digital marketing channels such as paid media, social, and SEO

• Strong interest in exploring how AI can accelerate the day to day of the role

• Experience delivering proactive, consultative outreach to customers

• Strength in driving product adoption and delivering effective product demos

• Experience presenting in webinars, workshops, or live events

• Familiarity with other ecommerce platforms and marketplaces

• Experience working remotely in a distributed environment

• Experience using automation and AI tools to improve efficiency and effectiveness

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.

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.