Customer Success Manager

The Client Success Manager is responsible for engagements with Teifi’s ongoing support and retainer clients. This role blends technical support leadership, business analysis, and client relationship management. You will be deeply involved in day-to-day support execution, requirements analysis, and solution validation. You will act as the primary escalation point for complex issues, coordinate work across internal teams, and ensure clients receive proactive guidance and measurable value from their retainer engagements. This role is ideal for someone with strong Shopify expertise who enjoys hands‑on problem solving, direct client interaction, and owning outcomes from intake through delivery. Key Responsibilities Client Support & Relationship Ownership Own relationships with clients on support and retainer agreements Serve as the primary point of contact for ongoing support work Manage client expectations around scope, priorities, timelines, and outcomes Handle escalations for complex or high-impact issues Ensure support requests are delivered in alignment with SLAs and quality standards Proactively identify opportunities for improvements, optimizations, and enhancements Partner with Account and Delivery teams to maintain a seamless client experience Support Operations & Coordination Manage support intake, triage, and prioritization for assigned clients Coordinate work across developers, designers, and QA resources Ensure clear documentation and acceptance criteria for all support tasks Contribute to improving support workflows, documentation, and best practices Maintain visibility into ticket status, risks, and dependencies Support knowledge sharing and process consistency across the support team Mentor and support the analysts on the Client Support team in small client engagements and supporting your workload Business Analysis & Technical Delivery Gather, analyze, and document business and technical requirements from clients Translate client needs into clear user stories, acceptance criteria, and technical tasks Maintain and prioritize support backlogs in collaboration with internal teams Support Shopify theme configuration, customization, and platform setup Coordinate and support third‑party system integrations (ERP, CRM, payment providers, etc.) Lead or support QA, UAT, and validation of fixes and enhancements Create and deliver merchant documentation and training for supported functionality Cross‑Functional Collaboration Work closely with developers, designers, project managers, and product teams Act as a liaison between clients and internal teams to ensure alignment Support agile ceremonies related to support work (planning, reviews, retros) Improve internal communication and handoffs between delivery and support Qualifications 4+ years experience in the Shopify ecosystem or comparable platforms (Magento, BigCommerce, etc.) Experience working in a senior support, business analyst, or technical account role Strong understanding of Shopify themes, data structures, and integrations Experience managing client relationships and ongoing support engagements Proven ability to lead, mentor, or guide team members Experience gathering requirements and writing user stories Strong understanding of eCommerce best practices and systems Experience working in agile environments (backlogs, sprint planning, releases) Experience with QA, UAT, and issue tracking tools such as JIRA Excellent communication skills with both technical and non‑technical stakeholders A proactive, analytical mindset and ability to manage competing priorities Ability to work autonomously with minimal supervision Ongoing professional development through training programs, certifications, and peer mentorship Hybrid work model depending on role, with a Granville Island office and free on‑site parking Flexibility in work hours designed to accommodate appointments and personal responsibilities Comprehensive health and dental coverage in Canada, plus a health spending account Paid office closure between Christmas and New Year’s Regular team culture events, stocked office snacks, and a dog friendly workplace Performance based bonus opportunities for full‑time employees Teifi Digital, a Shopify Plus Platinum partner, excels in resolving complex e‑commerce challenges. We focus on integrating large catalogs, sophisticated data frameworks, and legacy systems into seamless unified commerce and B2B solutions, delivering unparalleled customer experiences. Our skill in deploying Shopify Plus caters to top‑tier merchants in manufacturing, parts, distribution, retail, and B2B, ensuring minimal technical debt and maximized e‑commerce revenue. The pay range for this role is: #J-18808-Ljbffr