Customer Success Customer Success Manager Remote ET​/PT

Shop Vision is the AI-native market and competitive intelligence platform that gives brands the deepest view of their market, and infuses those insights into every strategy, workflow, and decision they make.

Shop Vision continuously tracks hundreds of thousands of brands, retailers, and marketplaces across time, channels, and categories. We apply our purpose-built

AI to infuse commerce intelligence into all the decisions and systems that make orbreak your most critical KPIs.

From pricing to promotions to creative execution, Shop Vision turns noise into insight so your team can make faster, smarter, and more confident decisions.

Shop Vision is a well-funded, AI-native startup founded by ecommerce veterans who’ve built and scaled companies across the industry. We’re already working with incredible brands and building the next category-defining company at the intersection of AI and commerce intelligence.

We hire CS professionals who are genuinely curious about business - people whocare about outcomes, not just activity. You bring CS craft and commercial instinct.

We’ll make sure you become a world-class e-commerce operator along the way.

The ideal candidate has a foundation in B2B SaaS Customer Success and either direct e-commerce experience or a strong working knowledge of how e-commerce brands compete, grow, and make decisions. Both backgrounds together is the sweet spot, but strong CS fundamentals with a genuine hunger togo deep on e-commerce is what matters most.

We’re hiring our 2nd Customer Success Manager to own the full customerlifecycle. From pre-sales support through onboarding, strategic partnership, and expansion. You’ll manage a portfolio of 20–30 SMB and mid-market e-commerce accounts and report directly to our Head of Customer Success.

The metric that matters most here is Net Revenue Retention (NRR) - retaining and growing the customers we’ve already earned. But we don’t believe NRR comesfrom pushing products or squeezing renewals. It comes from doing genuinely good work for the people we serve. When customers win, they stay. When theystay and grow, so do we. That’s the cycle we’re building.

We’re a small team, and that’s intentional. Everyone here is close to the work andclose to each other.

• We figure things out together. If you’re stuck on an account strategy, you bringit to the team and we workshop it. Nobody here is left to struggle alone with ahard problem.
• We celebrate each other’s wins. When someone lands a great customer outcome or cracks a tough problem, the whole team feels it.
• We treat customers the way we treat each other; as people worth investing in,not logos on a dashboard.
• We’re building something real, and that means we move fast, but never at the expense of doing right by the people we work with.

Shop Vision’s value delivery runs through an AI-powered competitive intelligence

Platform. Customers interact with it through natural language prompts, and yourjob is to become the expert at crafting and sequencing those prompts to drive business outcomes. Our prompt system ranges from basic Research (information gathering and market scanning) all the way up to Strategize (strategic counsel and predictive analysis), with Create, Optimize, Analyze, and Extract tiers in between.

Your job is to help customers move up that ladder - from passive research into actionable, strategic outputs.

• Prepare demo accounts loaded with the customer’s actual competitors,relevant data, and pre-built queries - not generic examples
• Join Account Executives on demos to discuss real-world use cases, share customer wins, and answer business questions authentically
• Build early rapport before the deal closes; you’ll be their CSM post-close, sothe trust-building starts now
• Translate features into business outcomes: “Here’s how we helped a brand likeyours avoid $50K in promo cannibalization”

We believe onboarding isn’t about feature tours. It’s about earning trust fast and solving a real problem on the first call.

• Map the customer before mapping the product - understand their business model,…