About Shoplift
Ecommerce brands are under constant pressure to grow revenue while advertising costs climb and competition intensifies. Yet most merchants are flying blind, making decisions about product pages, merchandising, pricing, and offers without ever testing what actually drives conversions. The difference between guessing and knowing can be 15-30% in revenue, but A/B testing has historically been too expensive, too complex, or too slow for most brands.
Shoplift changes that. We're the fastest, easiest A/B testing platform built specifically for Shopify merchants. We help brands discover what actually converts—should luxury skincare shoppers see lifestyle photos or close-up texture shots? Does a supplement brand's product page convert better with per-serving or per-bottle pricing? These decisions matter, and we make it simple to find the answers through visual editors, AI-powered recommendations, and expert guidance.
We're scaling rapidly with 2,000+ brands trusting us to optimize their stores, from fast-growing DTC brands to Shopify Plus merchants. What sets us apart isn't just our product—it's our world-class partnerships team (deeply embedded with the Shopify ecosystem) and our customer success organization that ensures brands actually get value from testing, not just another tool they install and forget.
As we accelerate growth, we're expanding our already-strong revenue organization. You'll have direct impact on our trajectory, real ownership over your area, and the chance to refine how we execute at scale. This isn't about reinventing strategy—it's about excellent execution with a team that's proven it knows how to win.
We're a team of builders who value speed, directness, and getting shit done. We move fast, iterate constantly, and aren't afraid to change course when something isn't working. If you thrive in high-autonomy environments where your work directly moves revenue, you'll love it here.
The Role
As the VP of Customer Success at Shoplift, you’ll own the full merchant lifecycle. This is a senior leadership role at the center of how Shoplift grows, retains, and earns the trust of merchants.
This isn’t a scaled-up CS Manager or a glorified account management role. You’ll build the strategy, systems, and team that turn Customer Success into one of Shoplift’s most reliable growth levers: driving net revenue retention, expansion, and merchant love at scale. You’ll operate as a cross-functional leader at the intersection of Revenue, Product, and Marketing, ensuring we’re not just solving problems but creating compounding value for every merchant we serve.
Why this role matters: Merchants have choices. They stay and grow when they see consistent results, receive strategic guidance, and trust that Shoplift is invested in their success. This role is responsible for making that happen across our entire customer base and making it scalable as Shoplift grows.
What You’ll Do
Own Net Dollar Retention Including Renewals, Expansion, and Proactively Managing Churn Risk
- Own NDR as your primary business metric including full ownership of forecasting, renewals and expansion revenue through upsells, upgrades, and referrals. CS owns commercial outcomes post-sales.
- Build early-warning systems, health scoring, and a tiered escalation framework that surfaces churn risk early and drives consistent intervention.
Drive Merchant Outcomes & Value Realization
- Establish and operationalize clear definitions of merchant success at each lifecycle stage across all customer segments and embed those standards into CS workflows, tooling, and team behavior.
- Build a proactive CS motion that drives optimization strategy, test quality, and consistent business impact across the portfolio.
- Partner closely with Product on the self-serve onboarding experience contributing merchant signal, structured feedback, and a clear view of where friction lives.
- Ensure CS operates as strategic advisors who shape testing strategy and influence merchant action not just respond to inbound requests.
Build a Scalable Advocacy Engine
- Build a reliable, repeatable system for capturing merchant wins across all customer segments and turning happy merchants into vocal advocates.
- Consistently produce testimonials, case studies, quotes, and community participation from merchants at every tier.
- Partner with Marketing and Sales to convert merchant advocacy into pipeline acceleration, brand trust, and competitive differentiation.
Be the Voice of the Customer
- Partner on the structured feedback loop between CS and Product ensuring merchant insights, friction patterns, and success signals are synthesized and routed to Product and Engineering with the context needed to drive roadmap decisions.
- Represent the customer in cross-functional planning and serve as an advocate for the investments and decisions that improve merchant outcomes at scale.
Lead Merchant Support Delivery & Scale Support Excellence
- Own the full support experience across all channels and merchant tiers.
- Set service standards for responsiveness, resolution quality, and merchant delight.
- Scale support through AI-assisted workflows, self-serve deflection, and intelligent routing without sacrificing quality or human experience.
- Use support data to surface recurring issues, inform product improvements, and reduce overall support burden over time.
Own Customer Education & Enablement
- Ensure every merchant has access to the education and resources that drive adoption, reduce friction, and support long-term retention.
- Treat enablement as a first-class lever for adoption, retention, and self-sufficiency.
- Ensure merchants and CS have clear, current materials for all core features and top workflows.
- Build the systems and processes that keep enablement fresh as the product evolves and new features ship.
Own the Customer Experience Operating System
- Build the systems, processes, and performance management infrastructure needed for CS and Support to operate predictably and at high quality across all segments.
- Define team KPIs, ensure measurement integrity, and maintain strong portfolio hygiene including health scoring, engagement tracking, NRR forecasting, SLAs, and escalation protocols.
- Run regular operating reviews to monitor performance, identify gaps, and drive continuous improvement.
Lead as a Senior Executive
- Operate as a member of the senior leadership team with a point of view on customer strategy in company planning, board reporting, and investor conversations.
- Bring CS data and merchant insights into planning, pricing decisions, and ICP refinement.
- Represent the voice of the merchant at the leadership level and advocate for the investments needed to deliver exceptional outcomes at scale.
Lead and Grow the Team
- Recruit, develop, and retain high-performing talent across Customer Experience.
- Design the org structure, career paths, onboarding, and enablement needed to scale as Shoplift grows.
- Coach CSMs to operate as strategic advisors who can interpret results, influence merchant action, and drive long-term adoption.
- Build a team culture defined by ownership, curiosity, and merchant obsession.
You’re a Great Fit If…
Must-haves
- 7+ years leading Customer Success, including experience building or leading a CS organization with measurable NRR outcomes
- Owned expansion and renewals end-to-end. You’ve built commercial CS motions where CS owns the revenue outcome. You have a track record of driving NRR through disciplined renewal management and proactive expansion plays.
- Scaling startup experience: You’ve led CS at a company that grew from Series A through Series C or later and know how to build systems that scale ahead of growth, not behind it.
- Full CS ownership: You’ve owned CS programs and outcomes including health scoring, education, and advocacy across a full customer base, not just a managed segment. You know how to deliver value at scale without a CSM on every account.
- Team builder: You’ve hired and developed CSMs, support specialists, and CS operations talent. You can coach a team for strategic engagement, not just service delivery.
- Strong cross-functional instincts: You translate customer insights into product signal, GTM improvements, and support investments and you’re credible doing it at the executive level.
- 3+ years of ecommerce experience
Strongly Preferred
- Experience in the Shopify ecosystem or adjacent ecommerce/retail tech
- Experience with experimentation or optimization platforms (A/B testing, personalization)
- Track record of building and scaling a customer advocacy engine (testimonials, case studies, referrals)
- History of building customer enablement programs from scratch
Compensation & Benefits
Equity: Meaningful equity in a fast-growing startup
Benefits:
- Comprehensive medical, dental, and vision coverage
- Generous PTO including paid parental leave