Director of Customer Success

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. What sets us apart isn't just our product—it's our world-class partnerships team (deeply embedded with the Shopify ecosystem) and our customer success organization that ensures brands actually get value from testing, not just another tool they install and forget.

As we accelerate growth, we're expanding our already-strong revenue organization. You'll have direct impact on our trajectory, real ownership over your area, and the chance to refine how we execute at scale. This isn't about reinventing strategy—it's about excellent execution with a team that's proven it knows how to win.

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 the Director of Customer Success at Shoplift, you’ll own the strategy and execution of how merchants achieve measurable outcomes, renew consistently, and become vocal advocates. This is a high-impact leadership role at the center of retention, product feedback, and merchant trust.

This isn’t “CS manager with a bigger team.” You’ll build a scalable system that delivers ROI, predictable retention, and a premium support experience while making Customer Success into one of Shoplift’s most reliable growth levers. You’ll operate as the connective tissue between merchants, Revenue, and Product: ensuring we’re not just solving tickets, but creating value and continuously improving the product.

Why this role matters: As experimentation becomes table stakes, merchants are demanding both impact and excellence. Shoplift wins when merchants experience fast results, strategic guidance, and a world-class support experience. This role makes that happen and makes it scalable.

What You’ll DoOwn Merchant Outcomes & Value Realization

• Ensure merchants consistently achieve measurable business outcomes with Shoplift.
• Build a proactive Customer Success motion that drives optimization strategy, test quality & velocity, and consistent business impact across the managed portfolio.
• Build Customer Success to operate as strategic advisors that guide testing strategy and influence merchant action, not just responding to inbound requests.
• Ensure Customer Success actively shapes merchant experimentation strategy with optimization guidance and CS-driven hypotheses.
• Build operating cadence and accountability around merchant results delivery.

Drive Retention Strategy & Proactive Account Management

• Own the Customer Success strategy and operating approach that drives retention.
• Build early-warning processes for churn risk and implement an escalation framework.
• Partner with Sales on renewal and expansion motions by ensuring adoption + value delivery that makes renewals feel inevitable.
• Establish expectations and standards for strategic engagement.

Create a Scalable Advocacy Engine

• Build a reliable system for capturing merchant wins and converting them into advocacy.
• Ensure the team consistently drives: testimonials, case studies, and referrals.
• Partner with Marketing to turn advocacy into pipeline acceleration, brand trust, and category differentiation.

Own the Customer Success + Support Operating System

• Build the systems, processes, and performance management needed for CS + Support to operate predictably.
• Define team KPIs and ensure measurement integrity.
• Run reviews and performance cadences to identify gaps and drive continuous improvement within CS & Support.

Lead Merchant Support Delivery & Scale Support Excellence

• Manage the support team that collaborates with merchants.
• Set service standards for speed, resolution quality, and merchant delight.
• Ensure support interactions reinforce trust in Shoplift and reflect premium quality standards.
• Scale support through workflows, automation, and AI/self-serve without sacrificing human experience.
• Use support insights to reduce recurring issues and improve product quality over time.

Own Customer Education & Enablement

• Treat enablement as a first-class lever for adoption, support efficiency, and merchant success.
• Ensure merchants and CS have clear materials for core features + top workflows such as articles, tutorials, videos, and webinars.
• Maintain freshness and update rigor so enablement reflects current product behavior.

Lead and Grow Customer Success

• Recruit, develop, and retain high-performing talent in Customer Success & Support.
• Coach CSMs into strategic operators who can interpret results, influence action, and drive adoption.
• Build onboarding, training, and career paths that raise the CS bar continuously.

You’re a Great Fit If…Must-haves

• 5+ years leading Customer Success: You’ve built or led a Customer Success organization with measurable retention outcomes.
• Scaling startup experience: You've led Customer Success at a company that grew from Series A through Series C or later. You know how to translate “ success” into a system and lead a support team to delight customers.
• Team building: Experience hiring and developing Customer Success Managers & Support Specialists. You can coach a team for high-quality strategic engagement, not just service delivery.
• Strong cross-functional instincts: and can translate customer insights into product, support, and GTM improvements.
• You care about quality: results delivery, support responsiveness, and merchant trust.
• 3+ years of ecommerce experienceStrongly Preferred:

• Experience in the Shopify ecosystem or adjacent ecommerce/retail tech
• Experience with experimentation/optimization platforms (A/B testing, personalization)
• Track record of building enablement
• History of building a customer advocacy engine (testimonials, case studies, referrals)
• Experience leading customer Support

Compensation & BenefitsEquity: Meaningful equity in a fast-growing startup

Benefits:

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