Strategic Customer Success Manager for Merchant Growth

Portless; Canada; On-site; CAD 90,000 - 120,000; Full time

Job summary

Portless is seeking a Customer Success Manager to oversee a merchant portfolio and drive adoption, value realization, expansion, and renewals. You will proactively improve operational performance and introduce services to deepen value, acting as a strategic partner bridging merchant goals with operational capabilities.

You will own cross-functional partnerships, manage post-launch success, and lead scorecard-driven reviews to ensure scalable, reliable fulfillment and growth for merchants.

Qualifications

• Fluent in English with exceptional written and spoken communication for executive audiences.
• 3+ years of experience owning renewals and growth outcomes in a CS/AM role.
• Strong fulfillment, shipping, or e-commerce operations knowledge (3PL preferred).
• Ability to interpret operational data, identify trends, and translate insights into action plans.
• Experience with services-led discovery and value articulation.

Responsibilities

• Lead Post-Launch Success: ensure merchants reach go-live and early stability with robust success plans.
• Drive Feature Adoption: align merchant objectives with Portless capabilities to maximize platform use.
• KPI Operationalization: define success metrics (speed, cost, delivery) for each account.
• Proactive Health Monitoring: track volume trends and exceptions to prevent issues.
• Strategic Business Reviews: conduct quarterly reviews to prove value and set priorities.
• Outcome-Driven Solutioning: identify opportunities for growth via value-added services and ROI.
• Build Business Cases: scope solutions with a clear ROI for merchants.
• Repeatable Expansion Plays: contribute to playbooks for service-led growth.
• Forecasting & Mitigation: identify churn risks early and plan mitigations.
• Escalation Management: be the senior point for complex concerns and root cause actions.
• Internal Advocacy: champion the merchant across Operations, Product, and Engineering.
• Feedback Loops: provide structured input to influence the roadmap.

Skills

Fluent English

3+ Years in CS

Domain Expertise in operations

Analytical mindset

Selling comfort

Job description

Portless is seeking a Customer Success Manager to oversee a merchant portfolio and drive adoption, value realization, expansion, and renewals. You will proactively improve operational performance and introduce services to deepen value, acting as a strategic partner bridging merchant goals with operational capabilities.

You will own cross-functional partnerships, manage post-launch success, and lead scorecard-driven reviews to ensure scalable, reliable fulfillment and growth for merchants.