Customer Success Manager

‍About ShopVision Technologies

ShopVision is the AI-native market and competitive intelligence platform that givesbrands the deepest view of their market, and infuses those insights into every strategy, workflow, and decision they make.

ShopVision continuously tracks hundreds of thousands of brands, retailers, andmarketplaces across time, channels, and categories. We apply our purpose-builtAI to infuse commerce intelligence into all the decisions and systems that make orbreak your most critical KPIs.

From pricing to promotions to creative execution, ShopVision turns noise intoinsight so your team can make faster, smarter, and more confident decisions.

ShopVision is a well-funded, AI-native startup founded by ecommerce veteranswho’ve built and scaled companies across the industry. We’re already workingwith incredible brands and building the next category-defining company at theintersection of AI and commerce intelligence.

Our hiring philosophy:

We hire CS professionals who are genuinely curious about business - people whocare about outcomes, not just activity. You bring CS craft and commercial instinct.We’ll make sure you become a world-class e-commerce operator along the way.

The ideal candidate has a foundation in B2B SaaS Customer Success and eitherdirect e-commerce experience or a strong working knowledge of how e-commerce brands compete, grow, and make decisions. Both backgroundstogether is the sweet spot, but strong CS fundamentals with a genuine hunger togo deep on e-commerce is what matters most.

The Role

We’re hiring our 2nd Customer Success Manager to own the full customerlifecycle. From pre-sales support through onboarding, strategic partnership, andexpansion. You’ll manage a portfolio of 20–30 SMB and mid-market e-commerceaccounts and report directly to our Head of Customer Success.

The metric that matters most here is Net Revenue Retention (NRR) - retaining andgrowing the customers we’ve already earned. But we don’t believe NRR comesfrom pushing products or squeezing renewals. It comes from doing genuinelygood work for the people we serve. When customers win, they stay. When theystay and grow, so do we. That’s the cycle we’re building.

How We Work Together

We’re a small team, and that’s intentional. Everyone here is close to the work andclose to each other.

We figure things out together. If you’re stuck on an account strategy, you bringit to the team and we workshop it. Nobody here is left to struggle alone with ahard problem.
We celebrate each other’s wins. When someone lands a great customeroutcome or cracks a tough problem, the whole team feels it.
We treat customers the way we treat each other; as people worth investing in,not logos on a dashboard.
We’re building something real, and that means we move fast, but never at theexpense of doing right by the people we work with.

What You’ll Do Day-to-Day

Learn and Master ShopVision’s AI-Native Workflow

ShopVision’s value delivery runs through an AI-powered competitive intelligencePlatform. Customers interact with it through natural language prompts, and yourjob is to become the expert at crafting and sequencing those prompts to drivebusiness outcomes. Our prompt system ranges from basic Research (informationgathering and market scanning) all the way up to Strategize (strategic counsel andpredictive analysis), with Create, Optimize, Analyze, and Extract tiers in between.

Your job is to help customers move up that ladder - from passive research intoactionable, strategic outputs.

Pre-Sales Solution Support

Prepare demo accounts loaded with the customer’s actual competitors,relevant data, and pre-built queries - not generic examples
Join Account Executives on demos to discuss real-world use cases, sharecustomer wins, and answer business questions authentically
Build early rapport before the deal closes; you’ll be their CSM post-close, sothe trust-building starts now
Translate features into business outcomes: “Here’s how we helped a brand likeyours avoid $50K in promo cannibalization”

Own High-Impact Onboarding

We believe onboarding isn’t about feature tours. It’s about earning trust fast andsolving a real problem on the first call.

‍Map the customer before mapping the product - understand their businessmodel, constraints, go-to-market motion, and what they don’t do beforerecommending a single use case‍
Deliver impact on the first session - a “wow” moment, not a walkthrough.Solve their most pressing business question in Session 1‍
Hands-on, not passive - customers run queries and make decisions duringonboarding, not watch demos‍
Measurable impact by Day 14 - every customer has one actionable businessinsight they’ve already implemented and can speak to
Move customers from first value to adoption to strategic usage (runningstrategic and predictive prompts weekly)

Be a Strategic Partner

Run Strategic Planning and Platform Reviews designed to integrate ShopVisioninto customers’ daily workflows - not just their quarterly check-ins
Deliver proactive, commercially-minded insights:
“Here’s the competitor moveyou need to act on this week - and here’s how to respond with what youalready have”
Expand usage across teams and roles within accounts (Merchandising toMarketing to E-Commerce Operations)
Build Joint Success Plans with at-risk accounts; track progress against themwith discipline and care
Know your customers’ business models deeply enough to reframeShopVision’s value around their specific levers - not generic recommendations

Grow Accounts by Helping Customers Win

Expansion happens naturally when customers see real results. Your job is to findthe next way ShopVision can help - and make the case for it.

Module expansion: Introduce customers to new capabilities (e.g., WholesaleIntelligence, MAP monitoring, social listening) as their needs evolve
Team expansion: Grow adoption from one user to multi-department(Merchandising to Marketing to E-Commerce Operations)
Use case expansion: Deepen how customers use the platform - help themmove from basic research into creating actionable, strategic outputs
Track and report on active user trends, prompt adoption, business decisionsinfluenced, churn risk indicators, and expansion pipeline value
Build and maintain a qualified expansion pipeline (CSQLs logged in CRM)focused on genuine opportunities
Run churn prevention proactively: re-engagement outreach, inactivity triggers,and Joint Success Plans for at-risk accounts

Close the Product Feedback Loop

As the 2nd CS hire at an early-stage company, you’re not just managing accounts- you’re helping shape the product. Your customers’ feedback directly influences what gets built next.

Translate customer feedback into structured product requirements andengineering tickets with clear prioritization
Support beta partnerships for new features, documenting feedback andcreating actionable improvement requests
Advocate for customers with product and engineering to close the loop ondata accuracy, integration gaps, and use case coverage
Track feedback themes across your portfolio to surface patterns that affectmultiple accounts

Build the Playbook Together

Refine onboarding for different customer personas (E-commerce Manager,Marketing Lead, Merchandising Director) - one size does not fit all
Turn customer wins into case studies, references, and social proof for sales -3 documented customer references per quarter
AI-first mindset: use AI tools for customer segmentation, trend detection, andengagement at scale
You’re building the CS function alongside leadership - the playbook you createbecomes the blueprint as the team scales

Who You Are

CS Foundation (Must-Have)

You have 2–4 years of B2B SaaS Customer Success, Account Management, or aclosely related role. You know what good CS looks like in practice, not just in theory.

You’ve owned a portfolio of accounts and are comfortable running strategicreviews, renewal conversations, and expansion plays
You’ve built or contributed to playbooks, onboarding flows, or CS processes atan early or growth-stage company
You know how to read account health signals and act on them proactively, notreactively
You’re comfortable having commercial conversations with budget holdersabout ROI, value, and growth
You’ve worked with data-heavy, AI-driven, or analytics products, and can helpcustomers extract insight, not just features

Commercial Instinct (Must-Have)

You think like a business partner. You lead with outcomes, build business cases,and influence decisions with data.

You can tell the difference between an insight that’s true and one that’sactionable right now, and you lead with the latter
You’re comfortable talking about money, growth, and ROI directly andrespectfully
You’ve expanded accounts by genuinely helping customers win, not byupselling for its own sake

E-Commerce Fluency (Strong Plus)

You don’t need to have been a DTC operator, but you need to speak the language.

You understand how e-commerce brands think about margins, seasonality,promo dynamics, and competitive positioning
You’ve worked with or sold to e-commerce teams, retail brands, or CPGcompanies
Familiarity with platforms like Shopify, Klaviyo, Google Analytics, or similartools, either from direct use or supporting customers who use them

Nice-to-Haves that Move You to the Top

Experience creating processes and operating with ambiguity at an early-stagecompany
Direct e-commerce operator experience — you’ve run promos, managedmerchandising, or owned ad spend at a brand
Experience as an early CS hire who helped build the function from scratch
Platform expertise beyond core stack: Salesforce Commerce Cloud, Magento,BigCommerce
Content creation experience: playbooks, customer-facing decks, trainingresources
AI or data-driven product experience in a prior CS or AM role

What You’ll Get: Coaching & Development

This isn’t sink-or-swim. We invest heavily in the people we hire.

Ride-alongs on expansion and renewal conversations until you’re ready to runthem solo
Collaborative account reviews; you bring the customer context, we build theplay together
Direct exposure to founding leadership who are experienced e-commerceoperators
Exposure to how AI-Native companies are built from the ground up.
Career path into CS leadership, Industry Expert, or Business Growth roles asthe team scales

Why Join Now

Join a well-funded AI startup defining the new Market and CompetitiveIntelligence category.
Help build the CS function and set the strategy for years to come.
Work directly with experienced founders who’ve built and scaled leading e-commerce tech companies.
Competitive compensation, benefits, WFH stipend, equity, and flexible remoteculture. Great time to get on the cap table.
We bring the full team together 2–3 times per year to connect, and keep ourremote culture strong.

To Apply: Email your resume to careers@shopvision.ai

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