Customer Success Manager

Sierra Studio, LLC

Job Overview

Location

Brazil (Remote)

Job Type

Full-time

Full Job Description

📋 Description

• Manage a high-volume book of 100+ Shopify merchants, each with their own dedicated Slack channel, handling strategy, design feedback, and daily support requests.
• Build and maintain genuine, long-term relationships with customers, serving as their primary point of contact for retention strategy, feature adoption, and issue resolution.
• Lead proactive customer outreach initiatives, including quarterly business reviews (QBRs) and daily triage to ensure merchants remain engaged and successful.
• Act as the connective tissue between customers and internal Product and Engineering teams, translating customer feedback into actionable product insights.
• Surface bugs, document feature requests, and help prioritize product improvements based on merchant needs and usage patterns.
• Contribute to the design and evolution of onboarding, training, and customer lifecycle processes in a pre-seed startup environment where no established playbooks exist.
• Work directly with merchants to troubleshoot Shopify-related integration issues, including reviewing documentation and making minor HTML/CSS adjustments when needed.
• Collaborate with cross-functional teams to refine customer success workflows, improve retention metrics, and scale support operations as the platform grows rapidly.
• Own customer outcomes end-to-end — from initial onboarding to renewal and expansion — with a focus on reducing churn and increasing product adoption.
• Operate in a high-ambiguity, fast-paced environment where initiative, autonomy, and adaptability are critical to success.
• Communicate effectively across technical and non-technical stakeholders, whether explaining a loyalty program bug to a developer or presenting retention insights to a CMO.
• Maintain a customer-obsessed mindset, responding promptly to Slack threads, resolving blockers, and anticipating merchant needs before they escalate.
• Help build customer success processes from scratch, documenting procedures, identifying bottlenecks, and implementing scalable solutions in a growing startup.
• Cover PST business hours due to the location of key customers and internal teams, requiring alignment with West Coast time zones.

🎯 Requirements

• 3+ years in Customer Success, Account Management, or a similar client-facing SaaS role
• Comfortable with ambiguity, context switching, and high-volume account management
• Strong communicator — equally effective talking strategy with a CMO or debugging an integration with a developer
• Technical curiosity: comfortable enough to tweak HTML/CSS, read documentation, or troubleshoot Shopify-related issues
• Experience with Shopify, e-commerce, or loyalty/retention tools
• Based on the West Coast or able to cover PST hours

🏖️ Benefits

• Become part of a network of high-caliber professionals embedded at innovative companies
• Real ownership and meaningful work in a fast-growing pre-seed startup
• Team that genuinely invests in the people doing the building
• Opportunity to help create customer success processes from scratch in a scaling e-commerce platform

Skills & Technologies

Remote

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Sierra Studio, LLC

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About Sierra Studio, LLC

Los Angeles-based Sierra Studio is a boutique architecture and interior design firm founded in 2016. The company specializes in custom residential, hospitality, and commercial projects across California and the western United States, delivering modern, environmentally responsive design. Its small team of licensed architects and interior designers manages projects from initial concept through construction administration, emphasizing clean aesthetics, natural materials, and client collaboration. Services include architectural design, interior design, planning approvals, and construction oversight for ground-up builds, renovations, and adaptive re-use developments.

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