Customer Success Manager

About PalUp

Online stores pay to bring shoppers in, then leave the floor empty. Someone has a question, nobody answers, and they buy somewhere else.

Aria is the AI salesperson that works on a Shopify storefront. She notices who's hesitating, remembers what each shopper bought last time, and speaks up before they leave.

About the Role

You'll own both winning large merchants and looking after them long term: finding the merchant, closing the deal, and making sure Aria delivers real results on their store.

You'll be one of the first members of our commercial team. Which merchants we go after, and what convinces them, will be defined with you.

What You'll Do

• Find and win large Shopify merchants.
• Outbound, inbound enquiries, referrals from agencies and app partners, Shopify ecosystem events — you own the full cycle from first contact to signed.
• Get merchants live.
• Understand what problems customers want to solve with AI Agents, and help them get up and running on the platform.
• Look after the relationship after launch.
• Whatever the merchant runs into comes to you. Where product or engineering needs to get involved, you own the handoff and follow it through to resolution.
• Be the merchant's voice inside the company.
• Bring what you hear back to the product team, framed clearly enough that they can act on it directly.
• Who We're Looking For 2+ years of work experience, in any industry
• — e-commerce, finance, healthcare, law, sales, consulting, marketing, software engineering and more are all welcome. We believe good Customer Success Managers come from all kinds of backgrounds; what matters is that you deeply understand what the work actually looks like in at least one field.
• Fluent written and spoken English.
• You'll be working with merchants and colleagues across time zones.

Preferred qualifications

• Familiarity with the Shopify ecosystem
• — as a merchant, an agency, a Shopify Plus partner, or from selling apps into it. A network here is a real advantage.
• You've worked in ecommerce and owned a number
• — revenue, conversion, repeat rate, any of them. You'll be asking merchants to trust Aria with theirs; having carried one yourself changes that conversation.
• Customer or technical support experience
• , and the ability to work out what's actually wrong when the problem is badly described.
• Deeper AI literacy
• — prompt engineering, RAG, evals, and how agents are configured and evaluated.
• Early-stage team experience
• , and a clear sense of the trade-offs involved.