Customer Experience Manager (Ecommerce SaaS)

About Stamped

Your customers sell better than you do. Stamped empowers over 75,000 brands to drive faster, more efficient growth with their customers with Reviews and Loyalty. We help brands increase user engagement, boost revenue, and drive customer retention with product reviews, loyalty programs, visual marketing, and actionable insights. Our constant focus on helping brands target pain points, analyze program performance, and maximize customer value makes us one of the fastest-growing companies in the industry.

We’re a fully remote start-up team headquartered in Canada with team members based all over the world. Join us as we take Stamped to the next level!

Role Summary

We’re looking for a Customer Experience Manager to help Shopify merchants successfully launch and grow with our reviews and loyalty platform.

This isn’t a traditional CSM role where you manage a long list of accounts and answer tickets all day.

Our support team and lifecycle marketing programs handle most day-to-day questions. That frees this role up to focus on higher-impact work:

• Helping merchants launch successfully
• Spotting opportunities in customer data
• Providing strategic guidance when merchants need it

Designing scalable workflows and programs that improve the customer experience for thousands of merchants

You’ll spend time onboarding merchants, jumping into strategic calls, and building the playbooks and workflows that make our CS program scale.

If you like figuring things out, improving systems, and working directly with growing ecommerce brands, you’ll enjoy this role.

What You’ll Do

Merchant Onboarding

• Guide Shopify merchants from install to launch
• Run onboarding and implementation calls
• Help merchants experience value quickly
• Collaborate with internal teams (support, sales, marketing, product, etc.) when needed

Strategic Merchant Support

• Provide guidance on reviews, loyalty, and retention strategies
• Join merchant calls when strategic support is needed
• Turn merchant goals into actionable recommendations

Build Scalable Customer Experience

• Leverage merchant data to identify strategic opportunities and churn risks
• Improve onboarding, enablement, and engagement programs
• Build playbooks and workflows that make CS more scalable
• Help improve lifecycle marketing
• Identify what drives retention and expansion

Cross-Team Collaboration

• Work closely with Sales, Support, Product, and Marketing
• Share merchant insights to improve the product and CX
• Be the voice of our merchants as it relates to company updates and feedback

What We’re Looking For

Experience

• Customer Success, onboarding, account management, or SaaS customer-facing roles
• Ecommerce or Shopify experience is a strong plus
• Experience leading customer calls and managing projects asynchronously

Skills

• Clear communicator and strong relationship builder
• Organized and able to manage multiple projects
• Comfortable switching between technical troubleshooting and strategic advice
• Curious about improving systems and processes

Bonus Experience

• Experience with CRM and customer engagement tools (e.g., HubSpot, Customer.io)

The Mindset That Works Here

You’ll thrive in this role if you

• Are resourceful and proactive
• Think like an owner
• Enjoy building systems, not just managing tickets
• Like experimenting with automation and AI tools
• Want to make a visible impact in a fast-moving startup

Success Metrics

• Net Revenue Retention (NRR)
• Customer Satisfaction (CSAT)
• Onboarding completion & time-to-value
• Merchant adoption and engagement
• Improvements to scalable CX programs

Compensation

We offer a starting base salary of $80,000.00 — $97,000.00 CAD depending on experience.

This role has a variable pay element which provides an estimated total OTE of $97,0000.00 CAD

— $114,000.00 CAD.

We take a holistic approach to compensation at Stamped. Total compensation includes Salary, benefits, RRSP, ESPP, an annual education allowance and other perks.

Benefits

What's in it for you?

• Work with a passionate, multinational and multi-talented group of tech enthusiasts who always go that extra mile
• Work directly with company leadership
• A fully remote company driven by deliverables, not hours
• Comprehensive benefits package
• Unlimited PTO
• Grow and own your area
• $650 home office set up allowance
• $650 annual education budget
• Employee Share Purchase Plan
• RRSP Matching
• Paid Parental leave (up to 12 weeks)
• A key member of a growing GTM team here at Stamped!

Why Choose Stamped?

At Stamped, we believe that innovative ideas can come from anywhere and everywhere. As a company, we fully embrace a growth mindset through active listening, agile problem-solving, and empathetic decision-making every single day.

We're part of the Tiny family, we've experienced significant growth, and our customers love us (

but don't just take our word for it!

).

If you're the type of person who seeks out new challenges, wants to work with some of the best people in the SaaS ecommerce space, and wants to make a meaningful impact on a growing company, this is for you!

At Stamped, we are committed to building a diverse and inclusive space where people are free to be their whole and authentic selves. If you are excited about this role but your previous experience does not align with every qualification, we encourage you to apply anyways. You might be a fit for this or one of our other opportunities.