Autoship Cloud · Full-time · Remote / Hybrid
Winning by Design · SaaS · Subscription Commerce · Shopify · Technically Curious
This role exists to make Autoship Cloud merchants successful. That means getting them launched, helping them grow their subscriber base, and being the person they call when they need a strategic partner who also knows the platform inside and out.
ABOUT THE ROLE
Autoship Cloud is looking for a Merchant Success Manager who has grown up inside SaaS and ecommerce platforms — someone who intuitively understands how merchants and business owners think, and knows how to translate that understanding into real business outcomes.
You’ve likely built SOPs, improved workflows, and created playbooks in past roles — not because you were asked to, but because you saw a better way and made it happen. You’ve worked across teams, served as the connective tissue between customers and internal stakeholders, and turned support relationships into strategic partnerships.
Our platform sits at the intersection of ecommerce, subscriptions, and technology — and so do our customers. You don’t need to be an engineer, but you should be the kind of person who gets curious when something breaks, comfortable digging into integrations and workflows, and confident enough to speak the language of both merchants and developers.
This role is built around a structured, outcome-driven approach to customer success. Familiarity with Winning by Design methodology — including frameworks like the Bow Tie funnel, SPICED discovery, and recurring revenue principles — is strongly valued. What matters most is that you think in outcomes, not activities.
Who thrives here: People who’ve worked with merchants or business owners at scale, who navigate ambiguity without losing momentum, and who see every customer conversation as an opportunity to uncover something that drives growth — for them and for us.
On the technical side: You don’t need a computer science degree. You do need to be someone who considers themselves technical — curious about how things work under the hood, comfortable exploring APIs and integrations, and able to translate technical concepts into plain language for merchants who just want their subscriptions to run smoothly.
WHAT YOU’LL DO
- Own a portfolio of merchant accounts across onboarding, adoption, expansion, and renewal
- Serve as a trusted advisor — the kind customers call before they call anyone else
- Apply structured discovery (SPICED or similar) to understand merchant goals, diagnose gaps, and build success plans tied to measurable outcomes
- Lead outcome-driven QBRs that move beyond feature updates into real business impact conversations
- Proactively identify risk and expansion signals — and act on them before they become problems or missed opportunities
- Troubleshoot technical issues alongside merchants — triaging problems, communicating with internal teams, and translating complex issues into clear next steps
- Guide merchants through integrations, platform configurations, and technical onboarding — bridging the gap between what they need and how the product works
- Collaborate cross-functionally with Sales, Product, Support, and Implementations to create a seamless customer experience
- Feed customer insights back into the product — you’ll be a voice that shapes what we build next
- Build and document repeatable processes and playbooks that scale with the team
- Navigate ambiguity with confidence — this is a high-growth environment where the best people help define how things should work
WHAT YOU BRING
- 3-6 years in Customer Success, Account Management, or Merchant Success in a SaaS environment
- Experience working with merchants, franchisees, or business owners — you understand how they think and what they care about
- Experience working with Shopify is strongly preferred.
- Experience working for or alongside digital agencies — you understand how agency teams think, how they build, and how to work effectively within their ecosystems
- A track record of owning retention, expansion, and renewal outcomes — not just relationships
- Fluency with data: you use it to spot trends, tell stories, and drive decisions
- You consider yourself technical — comfortable with APIs, integrations, and ecommerce platform configurations even if you don’t write code
- Ability to diagnose and communicate technical issues clearly — to merchants, to engineers, and to anyone in between
- Experience building or improving processes — SOPs, playbooks, onboarding flows
- Familiarity with Winning by Design or structured CS frameworks is a strong plus
- Ecommerce, subscription commerce, or loyalty platform experience is highly valued
- Comfortable working in our tool stack: Onepage CRM, HubSpot, Help Scout, Google Workspace, and Slack — and familiar with AI tools like Claude, ChatGPT, or Perplexity as part of your daily workflow
HOW YOU WORK
- You’re a systematizer — you document what works and share it so the whole team gets better
- You move across teams naturally — Sales, Product, Support, Implementations — and know how to get things done without authority
- You lead with curiosity. You ask before you prescribe, and you listen for what’s unsaid
- When something isn’t working, you dig in — you don’t just escalate, you investigate
- You think commercially — you understand that customer growth and company growth are the same thing
- You’re comfortable in fast-moving, ambiguous environments and help bring clarity to them
- You take pride in being the most prepared person in the room — and the most adaptable when things change
WHAT SUCCESS LOOKS LIKE
- Your merchants are hitting their subscription growth targets — and they credit you as part of why
- Net Revenue Retention across your book of business consistently meets or exceeds target
- Renewals are never surprises — risk is spotted early and addressed proactively
- Your QBRs are conversations customers look forward to, not obligations they tolerate
- You’ve contributed at least one process or playbook the broader CS team has adopted
- Internal teams — Product, Sales, Support — actively seek out your customer perspective
- Merchants trust you to handle technical questions with the same confidence as strategic ones
WHO WE ARE
Autoship Cloud is powered by QPilot — the platform behind the most flexible repeat delivery and subscription programs in ecommerce. We build the technology that helps merchants on Shopify and WooCommerce turn one-time buyers into loyal, recurring customers through subscription programs that are so seamless and personalized, their subscribers never have to think about reordering.
Our mission is to shape the future of repeat deliveries — connecting merchants with their best customers, automating just-in-time delivery, and helping brands reward loyalty in a way that keeps subscribers coming back.
We’re a small, focused team that moves fast and builds with purpose. Flexibility isn’t just a feature of our software — it’s a core value of how we operate. We believe in giving people the autonomy to do their best work and the clarity to know what success looks like.
Full time role has competitive pay and benefits. Earned equity is an opportunity as well.
To apply, please review our core values here and write to express your interest in working with us by including two things:
1. Which core value do you have a story about and how it was applied at work?
2. How have you applied SPICED discovery in your role and what was the impact?
Emails can be sent to chonie@qpilot.cloud with cover letter and CV. You'll be reached out to directly if there is interest in interviewing. Also, emailed applicants will be prioritized over LinkedIn submissions.