Customer Success Manager, DACH (United Kingdom, Ireland)

As a Customer Success Manager, you'll manage a portfolio of Shopify merchants and act as their strategic advisor across retention, renewals, growth, and product adoption. You'll build trusted relationships at every level including executives and make recommendations that help merchants achieve their business goals on Shopify.

This role requires business level fluency in German and will primary support German speaking Merchants.

Key Responsibilities

• Manage a portfolio of Shopify merchants and build strong relationships with stakeholders at all levels.
• Drive retention and renewals by demonstrating value, managing risk, and supporting long-term merchant success.
• Create success plans aligned to merchant goals and recommend strategies, products, and services that support growth.
• Identify opportunities to increase product adoption and expand merchant value across the Shopify ecosystem.
• Guide merchants through onboarding, adoption, growth, and ongoing value realization.
• Partner with internal teams to coordinate support, solve problems, and improve the merchant experience.
• Use proactive outreach, education, and scalable programs to engage merchants at scale
• Maintain strong operational discipline: planning, documentation, and follow-through.

• Experience in customer success, account management, or a similar customer-facing role.
• Strong understanding of ecommerce - acquisition, conversion, retention, and growth.
• Proven track record driving retention, renewals, and customer value within a portfolio.
• Business acumen and the ability to influence stakeholders at multiple levels.
• Technical aptitude and the ability to quickly learn new tools and platforms.
• Experience using AI tools to improve productivity or effectiveness.
• Strong attention to detail, accountability, and documentation habits.
• Strong resilience and high levels of curiosity and care.

• Experience with Shopify as a merchant, partner, or within the broader ecosystem.
• Experience with ecommerce or payments
• Familiarity with Salesforce, Salesloft, or similar CRM and reporting tools.
• Knowledge of digital marketing channels - paid media, social, SEO.
• Experience presenting in webinars, workshops, or live events.

Opportunity is not evenly distributed. Shopify puts independence within reach for anyone with a dream to start a business. We propel entrepreneurs and enterprises to scale the heights of their potential. Since 2006, we’ve grown to over 8,300 employees and generated over $1 trillion in sales for millions of merchants in 175 countries.

This is life-defining work that directly impacts people’s lives as much as it transforms your own. This is putting the power of the few in the hands of the many, is a future with more voices rather than fewer, and is creating more choices instead of an elite option.

About You

Moving at our pace brings a lot of change, complexity, and ambiguity—and a little bit of chaos. Shopifolk thrive on that and are comfortable being uncomfortable. That means Shopify is not the right place for everyone.

Before you apply, consider if you can:

• Care deeply about what you do and about making commerce better for everyone
• Excel by seeking professional and personal hypergrowth
• Keep up with an unrelenting pace (the week, not the quarter)
• Be resilient and resourceful in face of ambiguity and thrive on (rather than endure) change
• Bring critical thought and opinion
• Put AI agents and tools to work on the tasks they're built for, and focus on the work only humans can do
• Embrace differences and disagreement to get shit done and move forward
• Work digital-first for your daily work