Job Title

Join to apply for the Customer Success Manager role at Alia We''re one of the fastest-growing startups in the Shopify ecosystem, trusted by 3000 leading brands including HexClad, Nike Strength, Barstool Sports, Peloton Apparel, and Aviator Nation. Our platform powers millions of customer interactions daily, and we''re just getting started. At Alia, we''re building the next generation of popups: smarter, more beautiful, and designed to convert. We help Shopify brands achieve 15%+ opt-in rates while delivering customer experiences that feel personal, not intrusive. We''re a lean, highvelocity team that obsesses over customer outcomes and ships at lightning speed. If you want your work to matter immediately and reach millions of shoppers, this is the place for you. The Role This is a whiteglove support role at the intersection of customer support and customer success. You''ll own a book of several hundred ecommerce brands, serving as their goto resource for getting the most out of Alia. Lets be real: the title says CSM, but daytoday youre closer to a Customer Support Specialist with successoriented instincts. Youll be in the trenches via chat, calls, and Slack, helping merchants launch popups, troubleshoot issues, and unlock new value from the platform. If youre someone who genuinely enjoys helping people, learns fast, and thrives in a demanding but rewarding environment, this role is for you. What Youll Do Client Support & Relationship Management Serve as the primary point of contact for a portfolio of several hundred Shopify merchants Provide responsive, whiteglove support via chat, video calls, and Slack Troubleshoot platform issues, guide product adoption, and, when needed, escape technical matters to the appropriate team Build trust through availability, followthrough, and genuine care for client outcomes Onboarding & Enablement Lead new clients through onboarding: account setup, popup configuration, and initial training Educate merchants on best practices for A/B testing, targeting, and conversion optimization Proactively surface features and strategies that align with each clients goals Health Monitoring & Feedback Loops Monitor customer health signals, usage patterns, and support trends Flag atrisk accounts early and collaborate with the team on retention strategies Document feedback and feature requests to inform product development What You Bring MustHave Experience Experience in customer support or customer success (SaaS, ecommerce, or similar) Strong written and verbal communication skills: clear, warm, and professional Ability to learn complex software quickly and explain it simply to nontechnical users Comfort managing a high volume of client relationships with attention to detail Willingness to work Eastern hours, regardless of your location Bonus Points For Familiarity with Shopify, Klaviyo, or ecommerce marketing tools Experience with CRM/CSM platforms (Intercom, HubSpot, Zendesk, etc.) Background in a highgrowth startup where you wore multiple hats Genuine curiosity about conversion optimization and ecommerce growth Why Youll Love This Role Own Client Relationships: Youre not a tickettaker. Youre the face of Alia to hundreds of brands Learn ECommerce Inside Out: Immerse yourself in how top Shopify brands grow, convert, and retain Join a Growing Team: Youll be the 8th hire on our CS team, with real influence on how we scale Remote Flexibility: Work from anywhere in the world (Eastern hours required) Direct Impact: Your support directly drives client retention, expansion, and referrals Base Salary: $60K$100K (based on experience and location) Performance Bonus: Up to $20K/year tied to client outcomes Fully Remote: Work from anywhere, Eastern hours required Growth Potential: Earlystage team with room to shape your career path Ready to help the best brands on Shopify convert better? Seniority Level Associate Employment Type Fulltime Job Function Customer Service Industries Software Development #J-18808-Ljbffr