Customer Success Manager

🏔️ About Sierra Studio Sierra Studio is a product development firm dedicated to empowering founders and business leaders to build impactful products. Our team is committed to delivering high-quality solutions that drive business growth. We prioritize a culture of good vibes, open communication, and continuous learning — giving our people the resources they need to thrive. 🏢 About Our Hiring Partner You will be embedded at a fast-growing loyalty and referrals platform built specifically for Shopify brands. Our hiring partner helps e-commerce businesses build retention through customizable loyalty programs and referral flows. This is a pre-seed startup scaling rapidly — the kind of place where the playbooks don't exist yet and you help write them. The team is small, customer-obsessed, and moves fast. If you thrive in ambiguity and like building things from scratch, this is the environment for you. 🖼️ About The Role As Customer Success Manager, you will own a high-volume book of 100+ Shopify merchants — managing everything from day-to-day support to retention strategy and product adoption. You will be the connective tissue between customers and internal teams, and a key voice in shaping how CS processes evolve. This is a high-ownership role at an early stage. You will not inherit a polished system — you will help build one. 🔨 What You'll Do - Manage a book of 100+ Shopify merchants, each with their own Slack channel — spanning strategy, design, and daily support - Build genuine relationships with customers and become their go-to for retention strategy and feature adoption - Lead proactive outreach, QBRs, and daily triage to keep merchants engaged and successful - Surface bugs, log feedback, and help prioritize what matters most to the product and engineering teams - Work closely with Product and Engineering to shape onboarding, training, and lifecycle processes 🔎 What We're Looking For - 3+ years in Customer Success, Account Management, or a similar client-facing SaaS role - Comfortable with ambiguity, context switching, and high-volume account management - Strong communicator — equally effective talking strategy with a CMO or debugging an integration with a developer - Technical curiosity: comfortable enough to tweak HTML/CSS, read documentation, or troubleshoot Shopify-related issues - Experience with Shopify, e-commerce, or loyalty/retention tools - Based on the West Coast or able to cover PST hours Bonus skills: - Exposure to vibe coding, HTML/CSS, or API troubleshooting - Early-stage startup experience — especially helping create process from scratch 🤝 Who We're Looking For We're looking for someone who doesn't need a playbook to get started. You manage complexity without breaking a sweat, you communicate proactively, and you take ownership of outcomes — not just tasks. You're as comfortable talking churn risk with a founder as you are jumping into a Slack thread to unblock a merchant. 📋 Hiring Process 1. Hiring Screen with Sierra Studio 2. Executive Interview with Sierra Studio 3. Interview with hiring partner leadership 💰 Compensation: 2 - 4K USD 💡 Why Join Us? At Sierra Studio, you become part of a network of high-caliber professionals embedded at innovative companies. You'll have real ownership, meaningful work, and a team that genuinely invests in the people doing the building.