Customer Success Manager, Commercial

About the role

This position is a newly introduced customer success initiative focused on Shopify’s most promising merchants in Singapore, Hong Kong, and the wider Asia Pacific region. The role is designed for someone who can act as a strategic advisor, shape the operating approach for this segment, and help define how Shopify supports merchants with strong growth potential.

You will work closely with merchants to understand their goals, assess their current business performance, and recommend the right Shopify products and tactics to help them scale. A key part of the job is building trusted relationships, driving adoption of Shopify solutions, collaborating with cross-sell colleagues, and working toward quarterly performance targets.

Fluency in both Mandarin and English is required.

What you'll do

• Act as a growth-focused advisor for a portfolio of high-potential merchants across Asia Pacific.
• Review merchant growth signals, funnel health, and brand maturity to uncover opportunities for acceleration.
• Support merchants in defining goals and provide structured, tailored guidance to help them achieve those goals.
• Spot improvement areas, including product adoption opportunities and use of newer Shopify features.
• Build strong, trusted relationships that support both merchant growth and retention.
• Connect merchants with Shopify Partners for custom design and development work when needed.
• Work with internal Shopify teams to represent merchant needs and requests.
• Stay informed about industry developments and market trends.
• Encourage adoption across Shopify’s product ecosystem.
• Prioritise and manage your book of business in line with business expectations.

What we're looking for

• Background in SaaS account management with experience supporting fast-growing clients.
• Experience in eCommerce, including knowledge of acquisition, conversion, and retention.
• Strong commercial judgement and the ability to give strategic advice to customers.
• Excellent relationship-building skills across different personalities, levels, and functions.
• Track record of creating customer value and improving retention with a merchant-first mindset.
• Exposure to or training in digital marketing channels such as paid ads, social media, and SEO.
• Strong comfort with technology and the ability to quickly learn new software.
• Experience working toward targets while staying focused on customer outcomes.
• Ability to analyse complex situations and turn them into goals and action plans.
• Customer-centric mindset with cross-functional experience across sales, engineering, and support.
• Familiarity with Challenger Selling or similar sales approaches.

About Shopify

Shopify helps people and businesses build independence by making commerce more accessible. Founded in 2006, the company now has more than 8,300 employees and has helped generate over $1 trillion in sales for millions of merchants across 175 countries.

The company describes this work as meaningful, fast-moving, and often complex, with an environment that rewards comfort with change, initiative, and resilience.

Working style and culture

• Be deeply committed to improving commerce and doing meaningful work.
• Strive for both professional and personal growth.
• Be comfortable with a fast pace and ongoing change.
• Show resilience, adaptability, and resourcefulness when things are uncertain.
• Bring thoughtful opinions and critical thinking.
• Use AI tools and agents for tasks they are suited for, and focus human effort on work that requires judgment and creativity.
• Work through differences constructively to keep progress moving.
• Use a digital-first approach for daily work.

Additional information

Shopify may use AI-enabled tools to screen, shortlist, and assess applications. Any AI-generated output is reviewed and validated by the recruitment team.