Customer Success Manager
About this role
About the Role
PalUp is building an enterprise-grade AI Agent SaaS platform that helps businesses adopt AI to dramatically improve efficiency and amplify the output of their teams.
Our customers aren't looking to buy a chatbot. They want AI Agents to become a real part of their company's workflow — reshaping how their teams actually get work done. That's not something you can achieve with a slide deck or a single demo. It takes someone who sits down with the customer, understands what they truly need, helps them use the platform effectively, and makes sure AI Agents genuinely become part of their daily work.
That role is the Customer Success Manager — the bridge between our customers and our product team.
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.
Hands-on e-commerce experience, and you've felt first-hand what it's like when conversion stalls.
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.