Customer Success - Shopify Apps (eCommerce SaaS)

SearchTap; New Delhi; On-site; INR 600,000 - 1,000,000; Full time

Benefits offered by this job

Handsome salary

Complimentary health insurance for family

Innovative tech startup culture

Collaboration with a high-performance team

Job summary

A forward-thinking tech startup in New Delhi is seeking a Customer Success & Content Marketing Specialist to enhance customer satisfaction with their Shopify apps. This role involves managing support queries, creating tailored content for the Shopify ecosystem, and engaging directly with merchants to optimize their experience. Ideal candidates will have strong knowledge of Shopify, excellent communication skills, and a proactive approach to customer success. Join a dynamic team and contribute to the growth of a thriving app ecosystem.

Qualifications

• Strong understanding of the Shopify ecosystem (mandatory).
• Prior experience in Customer Success / Support for Shopify apps.
• Excellent written and verbal communication skills.
• Experience with customer support tools, CRM systems, and email marketing platforms.
• Ability to understand merchant problems and translate them into actionable solutions.
• Basic technical understanding (HTML/CSS, APIs, or app integrations is a strong plus).
• Degree in Marketing, Business, Computer Science, or related field.

Responsibilities

• Manage chat, email, and Shopify app support queries.
• Work closely with Shopify store owners to understand their use case.
• Conduct periodic check-ins with key merchants.
• Own merchant onboarding for Shopify apps, ensuring smooth setup and activation.
• Conduct periodic check-ins to drive retention and upsell opportunities.
• Build deep expertise in Shopify apps including Shopify Admin, themes, collections, and app integrations.
• Troubleshoot common Shopify-related issues (themes, product data, collections, app conflicts).
• Create and publish content tailored to the Shopify ecosystem (Communities, LinkedIn, blogs).
• Write use-case driven content such as tutorials, app guides, case studies, success stories.
• Run targeted email campaigns for Shopify merchants and app prospects.
• Collaborate with internal teams to promote customer success stories and product features.
• Maintain a content calendar aligned with Shopify trends and product updates.
• Support SEO efforts through Shopify-focused content and keyword strategies.
• Analyze campaign performance and optimize for merchant acquisition and engagement.
• Conduct product demos, training sessions, and webinars for Shopify merchants.
• Engage with users on Shopify App Store reviews and forums.
• Act as the voice of the customer and share feedback with product/engineering.
• Track and report on customer success metrics (activation, retention, NPS).

Skills

Understanding of the Shopify ecosystem

Customer Success / Support experience

Communication skills

Experience with customer support tools

Ownership mindset

Balance support + growth + content

Education

Degree in Marketing, Business, Computer Science, or related field

Tools

CRM systems

Email marketing platforms

Customer support tools

Job description

We are looking for a Customer Success & Content Marketing Specialist with a strong background in the Shopify ecosystem to support and grow our Shopify app customers.

This role is primarily focused on Customer Success for our Shopify apps used by 3000+ stores across 65 countries, ensuring merchants derive maximum value from our products, while also contributing to content and growth initiatives.

Key Responsibilities

Customer Success (Primary Focus – Shopify Apps)

• Manage chat, email, and Shopify app support queries from merchants, ensuring quick and effective resolution
• Work closely with Shopify store owners to understand their use case and guide them on best practices
• Proactively review merchant stores and provide actionable recommendations to improve performance using our apps
• Own merchant onboarding for Shopify apps, ensuring smooth setup, adoption, and activation
• Conduct periodic check-ins with key merchants to drive retention and upsell opportunities
• Build deep expertise in our Shopify apps, including Shopify Admin, themes, collections, and app integrations
• Troubleshoot common Shopify-related issues (themes, product data, collections, app conflicts, etc.)

Content Marketing (Secondary Focus)

• Create and publish content tailored to the Shopify ecosystem (Shopify Community, LinkedIn, blogs, etc.)
• Write use‑case driven content such as tutorials, app guides, case studies, and success stories
• Run targeted email campaigns for Shopify merchants and app prospects
• Collaborate with internal teams to promote customer success stories and product features
• Maintain a content calendar aligned with Shopify trends, eCommerce insights, and product updates
• Support SEO efforts through Shopify‑focused content and keyword strategies
• Analyse campaign performance and optimise for merchant acquisition and engagement

Additional Responsibilities

• Conduct product demos, training sessions, and webinars for Shopify merchants
• Engage with users on Shopify App Store reviews, community forums, and social channels
• Act as the voice of the customer, sharing feedback with product and engineering teams
• Track and report on customer success metrics (activation, retention, NPS, etc.)

Qualifications

• Strong understanding of the Shopify ecosystem (mandatory) – Shopify Admin, apps, themes, collections, and basic eCommerce workflows
• Prior experience in Customer Success / Support for Shopify apps or eCommerce SaaS products
• Excellent written and verbal communication skills
• Experience with customer support tools, CRM systems, and email marketing platforms
• Ability to understand merchant problems and translate them into actionable solutions
• Basic technical understanding (HTML/CSS, APIs, or app integrations is a strong plus)
• Degree in Marketing, Business, Computer Science, or related field

What We’re Really Looking For

• Someone who has worked with Shopify merchants or apps before (non‑negotiable)
• Comfortable navigating real merchant stores and solving practical eCommerce problems
• Strong ownership mindset — not just support, but driving merchant success
• Ability to balance support + growth + content

Work Timings

This role follows a flexible schedule with a focus on customer availability. Office timings shall be from 12:30 to 8:30 PM. But we expect chat/email/client call coverage from 10 AM to 11:30 PM IST, with occasional availability on Saturdays if needed. Outside of these requirements, you’ll have flexibility to adjust your hours (start late/leave early) as long as customer needs are met.

Why Join Us?

• Handsome salary for deserving/hard working/go‑getter candidates who have a zeal to achieve something big in life
• Complimentary health insurance cover for you and your immediate family (spouse and kids)
• Be part of a fast‑paced tech‑startup culture where innovation and growth are at the forefront.
• Collaborate with a passionate, high‑performance team.
• Work with top‑tier clients in the D2C and eCommerce industries across the globe.

If you're driven by both creativity and customer success, we want to hear from you!