Customer Success Manager- SAAS

2 days ago

Pune, Maharashtra, India TechSurvi Pvt. ltd. Full time ₹ 9,00,000 - ₹ 12,00,000 per year

About the Role

As a
Customer Success & Sales Specialist
, you'll be the primary point of contact for merchants using the Retenzy app. You'll be responsible for onboarding new Shopify merchants, helping them unlock the full value of Retenzy, and driving usage, satisfaction, and retention. Your role bridges product, marketing, and tech, and your insights will directly shape how Retenzy evolves.

This is a high-impact role ideal for someone passionate about ecommerce, fluent in the Shopify ecosystem, and excited to make a difference in a fast-paced startup environment.

What You'll Own

  • Identify, pitch, and onboard potential Shopify merchants to Retenzy's ecosystem.
  • Understand each merchant's business goals and map Retenzy's features to their needs (reviews, loyalty, rewards, referrals, etc.).
  • Act as the merchant's trusted advisor, proactively guiding them on best practices to increase retention and conversions.
  • Analyze merchant performance data and deliver actionable insights to improve GMV, review collection, and customer loyalty.
  • Track feature usage and adoption rates, and work closely with Product & Engineering teams to suggest improvements.
  • Create and execute merchant education initiatives such as onboarding sessions, webinars, and help docs.
  • Build long-term, trusted relationships with Shopify merchants, turning them into Retenzy advocates.

Who You Are

  • 1-2 years of experience in Customer Success, Account Management, or Sales in a SaaS/ecommerce environment.
  • Deep understanding of Shopify.
  • You've worked with data-heavy environments (e.g., AdTech, FinTech, Loyalty platforms, or ecommerce platforms).
  • Comfortable with tools like Excel, Google Sheets, and CRM platforms.
  • Strong communication skills and ability to drive cross-functional collaboration.
  • Bonus if you've worked with Shopify brands or have experience selling/implementing apps from the Shopify App Store.

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