Customer Success Manager - Multi-Carrier Tracking API

Role Type: Full-Time Work Location: Remote (Toronto, Canada)

Reports to: Head of Customer Success

Work Authorization: Candidates must have legal authorization to work in Canada at the time of hire. CWILL is not able to provide visa sponsorship at this time.

About CWILL

CWILL (pronounced "quill") is a post-purchase and retention suite built for Shopify brands. We help merchants reduce support tickets, recover lost revenue from returns, and turn one-time buyers into loyal fans — with tools purpose-built for every touchpoint that follows the sale.

The Role

CWILL is hiring a Customer Success Manager for TrackingMore — our multi-carrier parcel tracking API platform used by eCommerce merchants, logistics platforms, and developers worldwide.

You will own the post-sales relationship with our API customers — helping technical merchants and platform integrators get up and running, driving deeper product adoption, and ensuring they're getting real business value from the integration. This is a hands-on, customer-facing role that sits at the intersection of customer success, light technical support, and product feedback.

The ideal candidate is customer-obsessed, comfortable discussing API workflows and webhook configurations with a developer, and equally at ease talking logistics KPIs with a merchant ops team. You don't need to be an engineer, but you need to be technically curious, resourceful, and genuinely invested in customer outcomes.

What You'll Do

Onboarding & Integration Adoption

• Guide new customers through API onboarding — including API key setup, endpoint configuration, carrier mapping, and webhook integration.
• Work with merchants and their dev teams to ensure TrackingMore is correctly integrated into their order management or post-purchase workflows.
• Identify integration gaps or early adoption risks and proactively help customers reach their first successful tracking milestone.
• Maintain onboarding documentation, integration checklists, and enablement materials for common customer segments (Shopify merchants, 3PLs, logistics platforms).

Account Management & Retention

• Manage a portfolio of SMB and mid-market API customers as their main point of contact.
• Monitor account health signals: API call volume trends, carrier success rates, error rates, and renewal or churn indicators.
• Run regular customer check-ins focused on tracking performance, carrier coverage needs, and business outcomes.
• Surface upsell, cross-sell, and renewal opportunities — including plan upgrades, carrier add-ons, and expanded API usage.

Support & Issue Resolution

• Triage customer issues related to API performance, carrier data delays, webhook failures, or tracking accuracy — coordinating with engineering and carrier ops through to resolution.
• Identify recurring support themes (missing carriers, parsing errors, data latency) and route them as structured product feedback.
• Maintain high standards for responsiveness, technical accuracy, and follow-through.

Insights & Collaboration

• Capture customer feedback, carrier coverage gaps, and competitive insights from daily merchant and developer conversations.
• Share customer context with Product and Engineering to inform carrier roadmap, API feature priorities, and documentation improvements.
• Keep CRM records, integration notes, and account health data accurate and up to date.

Requirements

What We're Looking For

• 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 (you don't need to write code, but you should know what a webhook is)

• 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.

Nice to Haves

· Familiarity with post-purchase, returns, order tracking products

· Experience supporting SMB or founder-led eCommerce brands.

· Basic data skills in Excel, Google Sheets, or HubSpot reporting.

Benefits

Starting Pay: Canadian dollar 80-120K + Commission, depends on experiences, open to negotiation

401(k)

PTO

Paid Holidays

Insurance

CWILL is an equal opportunity employer. We evaluate candidates on the skills and track record the role requires, and welcome applicants from all backgrounds.