Principal Customer Success Manager, SMB

Shopify is hiring a Principal Customer Success Manager, SMB to join our fully remote team in the United States. As a Principal Customer Success Manager, SMB, you'll drive adoption, retention, and growth for our customers. This is a full-time, work-from-home role open to candidates across the US (Remote — Anywhere in the US). About the role You'll drive adoption, retention, and growth for our customers, partnering with a friendly, distributed team across US time zones. We care about outcomes over hours and give you the autonomy, tools, and support to do your best work from home. What you'll do: • Identify expansion and renewal opportunities • Advocate for customer needs internally • Own a portfolio of customer accounts • Track health metrics and reduce churn • Lead onboarding and ongoing enablement What we offer: • Competitive salary and meaningful equity • Home office and wellness stipends • 401(k) retirement plan with company match • Comprehensive medical, dental, and vision coverage • 100% remote, work-from-anywhere-in-the-US culture How we work We're remote-first and async-friendly. Expect clear documentation, regular feedback, supportive teammates, and real opportunities to grow your career. Shopify is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for everyone.

Minimum qualifications: • 7+ years of experience, including leading teams or projects • Strong relationship-building skills • Excellent communication • Experience in customer-facing roles • Data-driven and organized Nice to have: • Experience working in a fully remote or distributed team • Comfort communicating clearly and proactively in writing