# Customer Success Manager - Multi-Carrier Tracking API

**Company:** [CWILL](http://jobs.workable.com/companies/3pBzndN1tf1QvG8WDwNGii.md)
**Location:** Remote
**Workplace:** remote
**Employment type:** Full-time

[Apply for this job](http://jobs.workable.com/view/19e859ca-68ca-4fb6-8ea9-07b052dd7888)

## Description

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.

[www.cwill.com](https://www.cwill.com/)

**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. [www.trackingmore.com](https://www.trackingmore.com)

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._