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About Shoplift

Ecommerce brands are under constant pressure to grow revenue while advertising costs climb and competition intensifies. Yet most merchants are flying blind—making decisions about product pages, merchandising, pricing, and offers without ever testing what actually drives conversions. The difference between guessing and knowing can be 15-30% in revenue, but A/B testing has historically been too expensive, too complex, or too slow for most brands.

Shoplift changes that. We're the fastest, easiest A/B testing platform built specifically for Shopify merchants. We help brands discover what actually converts—should luxury skincare shoppers see lifestyle photos or close-up texture shots? Does a supplement brand's product page convert better with per-serving or per-bottle pricing? These decisions matter, and we make it simple to find the answers through visual editors, AI-powered recommendations, and expert guidance.

We're scaling rapidly with 2,000+ brands trusting us to optimize their stores, from fast-growing DTC brands to Shopify Plus merchants. We work with beloved brands like Skullcandy, Our Place, Casper, KITH, and Liquid Death, and we're one of less than 80 Shopify Certified Technology Partners—handpicked by Shopify themselves and the only A/B testing app to earn that distinction.

What sets us apart isn't just our product—it's our world-class partnerships team (deeply embedded with the Shopify ecosystem and Shopify Platinum tech and agency partners) and our customer success organization that ensures brands actually get value from testing. We're obsessed with our customers winning, and we see ourselves as stewards of the broader ecommerce ecosystem—not just a vendor.

As we accelerate growth, we're expanding our already-strong revenue organization. You'll have direct impact on our trajectory, real ownership over your book of business, and the chance to refine how we execute at scale.

We're a team of builders who value speed, directness, and getting shit done. We move fast, iterate constantly, and aren't afraid to change course when something isn't working. If you thrive in high-autonomy environments where your work directly moves revenue, you'll love it here.

The Role

As a Senior Customer Success Manager at Shoplift, you'll own our most strategic merchant relationships — building deep, multi-threaded connections with the decision-makers and operators behind some of the most exciting Shopify brands. You'll be their trusted advisor for testing and optimization: collaborating on success plans tied to real business objectives, translating goals into high-impact testing roadmaps, and guiding merchants through the data and decisions that move the needle.

You'll set the standard for what great looks like — anticipating needs before they surface, staying ahead of risk, and turning happy merchants into vocal advocates. And as Shoplift scales, you'll help shape Customer Success itself through mentorship, playbook contributions, and cross-functional collaboration.

Why this role matters: Storefront optimization is no longer a "nice-to-have"—it's becoming table stakes for ecommerce success. More brands are waking up to the reality that every element of their site impacts revenue, and Shopify themselves is investing heavily in legitimizing experimentation and optimization as a critical category. You'll ride this wave, working with the most sophisticated merchants who understand that testing isn't optional—it's how winners operate.

Key Responsibilities

• Relationship management: Build and maintain multi-threaded relationships with decision-makers, operators, and influencers for each brand in your book of business. Proactively navigate stakeholder transitions so momentum is never lost.
• Guide strategy and drive Results: Collaborate with merchants to create success plans tied directly to their business objectives. Translate goals into a testing roadmap with tailored, high-impact ideas that drive measurable results for each of your brands. Guide and educate your brands on statistical significance, data trends, and implementation decisions.
• Turn happy customers into vocal advocates: proactively capture success stories and build a library of social proof for Sales and Marketing. Create playbooks for overcoming common advocacy objections and mentor the team on maximizing advocacy results.
• Risk forecasting: Keep CRM consistently up to date with emerging risk signals. Develop and execute save strategies independently and coach teammates on recognizing risk patterns early before they escalate.
• Elevate the Customer Success Team: Serve as a resource and direction-setter for CSMs handling similar merchant profiles or challenges. Lead cross-functional projects to shape Customer Success and contribute to team documentation, training, and process improvement as Shoplift scales.
• Customer-Centric Excellence: You set the standard for merchant engagement — exceptional responsiveness, thorough preparation, and executive presence in every strategic session. You anticipate merchant needs before they surface and model professional excellence through consistent follow-through and merchant-first prioritization.

You're a Great Fit If...

Must-haves:

• 5+ years in ecommerce, CRO, or SaaS Customer Success
• Deep ecommerce knowledge - you've collaborated with ecommerce brands before OR you've worked in ecommerce and understand the ecosystem
• Leadership Presence: You run the full merchant lifecycle end-to-end. You seek support from your manager and collaborate with teammates, but you don't need hand-holding to manage complexity or make sound judgment calls. Customers and team members naturally look to you for guidance.
• Resourceful & Proactive: You troubleshoot novel objections, lean into complexity, and help unblock teammates when they're stuck.
• Data-driven mindset with ability to analyze results and make strategic recommendations

Nice-to-haves:

• Strong understanding of testing methodology with hands-on A/B testing experience
• CRO certification or statistics background (statistical significance, sample sizes, hypothesis development)
• Early startup experience or DTC ecommerce background
• Dev or data background (Experience with HTML/CSS, JavaScript)
• Experience with analytics platforms (Google Analytics, GA4, Segment)

What Makes This Different

1. You'll Help Shape Customer Success This isn't a "QBR & catch you next quarter" role. You'll have influence over our CS Playbooks and Customer Success strategy. Your ideas matter, and you'll work directly with leadership to implement them.

2. Work with the Biggest Brands in Ecommerce Collaborate with brands like Skullcandy, Our Place, Casper, KITH, and Liquid Death—the merchants pushing the boundaries of what's possible in ecommerce.

3. Leadership Opportunities As we scale Customer Success, top performers who deliver, contribute to playbooks, and coach will have paths into leadership roles. You're building your career, not just taking a job.

Compensation & Benefits

Equity: Meaningful equity in a fast-growing startup

Benefits:

• Comprehensive medical, dental, and vision coverage
• Generous PTO including paid parental leave
• Professional development budget