Customer Success Manager

7 days ago

Vancouver, British Columbia, Canada 87a08eaf-ee8d-45bd-b1be-fac0ff851d37 Full time $80,000 - $120,000 per year

About Subi

Subi is a subscription platform helping Shopify merchants increase retention, boost subscriber activation, and create delightful customer experiences.

We're building a high-performance team in a beautiful office right next to the Fraser River, with an energetic, friendly, and supportive culture.

What You'll Do

As our Customer Success Manager, you will guide merchants from onboarding through long-term adoption and retention.

Your work will focus on education, relationship-building, and helping merchants get real value from Subi.

Responsibilities include:

  • Leading onboarding for new merchants
  • Explaining Subi's features clearly and helping merchants adopt best practices
  • Advising on subscription strategy, customer retention, and activation
  • Running regular check-ins, success calls, and QBRs
  • Monitoring customer health and proactively preventing churn
  • Sharing customer insights and trends with the Product team
  • Creating educational content (guides, tutorials, FAQs, success stories)
  • Managing online communication channels with merchants (email, Slack, Zoom)

This is a customer-facing role with no need to access the merchant's Shopify store.

Who You Are

  • 2–5 years in Customer Success, Technical Support, or Solutions Architecture.
  • Experience with Shopify merchants or ecommerce SaaS (huge plus).
  • Strong technical problem-solving skills.
  • Excellent communication across technical and non-technical audiences.
  • Empathetic, proactive, and highly ownership-driven.
  • Ability to juggle onboarding, troubleshooting, and relationship management.

How You'll Work

You'll collaborate closely with:

  • Business Development (context, merchant goals, expansions)
  • Product (feedback, requests, insights)
  • Marketing (educational content and customer stories)

All customer communication is online.

Work is fully in-person at our Fraser River office.

What You'll Love About Working at Subi

  • A beautiful, calm riverside office
  • A caring, collaborative team culture
  • High ownership and real impact
  • A chance to help shape the future of subscriptions in the Shopify ecosystem
  • Opportunities to grow your skills through direct work with merchants and product teams

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