Customer Success Manager owning onboarding, retention, and expansion for Optix clients. Supporting smarter, automated coworking and flex - space operations through CRM and community tools.
About the role
- Customer Success Manager guiding merchants and developers through TrackingMore API integrations. Driving adoption, retention, and product feedback for CWILL’s eCommerce tracking suite.
Responsibilities
- Guide new customers through API onboarding, including API key setup, endpoint configuration, carrier mapping, and webhook integration
- Work with merchants and development teams to ensure TrackingMore is integrated into order management or post-purchase workflows
- Identify integration gaps and early adoption risks, helping customers reach their first successful tracking milestone
- Maintain onboarding documentation, integration checklists, and enablement materials
- Manage a portfolio of SMB and mid-market API customers as the main point of contact
- Monitor API call volume, carrier success rates, error rates, and renewal or churn indicators
- Run regular customer check-ins focused on tracking performance, carrier coverage, and business outcomes
- Surface upsell, cross-sell, and renewal opportunities
- Triage API performance, carrier data delays, webhook failures, and tracking accuracy issues, coordinating with engineering and carrier operations
- Identify recurring support themes and route structured product feedback
- Capture customer feedback, carrier coverage gaps, and competitive insights
- Share customer context with Product and Engineering to inform roadmap and documentation improvements
- Keep CRM records, integration notes, and account health data accurate and up to date
Requirements
- Bachelor's degree or equivalent practical experience
- 2–4 years in Customer Success, Account Management, or Technical Support, ideally at a SaaS or API-first company
- Comfortable reading API documentation and troubleshooting basic integration issues
- Experience working with eCommerce, logistics, or shipping technology is a strong plus
- Clear written and verbal communicator, able to translate technical issues for non-technical stakeholders and vice versa
- Self-starter comfortable in a fast-moving startup where processes are still being built
- Experience working with B2B SaaS customers; eCommerce, Shopify ecosystem, DTC, or order tracking software experience is a plus
- Comfortable using CRM and support tools such as HubSpot, Intercom, Zendesk, Gorgias, or similar platforms
- Familiarity with post-purchase, returns, and order tracking products
- Experience supporting SMB or founder-led eCommerce brands
- Basic data skills in Excel, Google Sheets, or HubSpot reporting
- Legal authorization to work in Canada at the time of hire
Benefits
- Commission
- 401(k)
- PTO
- Paid Holidays
- Insurance
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