Customer Success Representative

About the role
Nector is a Shopify-native loyalty and rewards platform used by 1,000+ D2C brands to run points, tiers, referrals and rewards programs. Our customers are founders and marketing teams betting real revenue on retention - when their program works, their repeat purchase rate shows it.
You'll be the person those brands rely on. Not a ticket-closer, the owner of the relationship: onboarding, support, and whether the account actually grows. We're a small team, so you'll have real autonomy and real accountability. If you'd rather own an account's outcome than answer a queue, you'll do well here.
What you'll work on

• Onboarding new brands end to end - from kickoff call to go-live, including designing the right loyalty, referral and retention setup for their business
• Running training, review and support conversations across calls, email, chat and WhatsApp - you're the primary point of contact, not one of many
• Account performance: reviewing program results, running audits, and finding concrete ways to improve repeat purchases and engagement
• Driving feature adoption - helping brands use more of the platform, backed by their own data
• Working with product and tech to get customer issues fixed at the root, not patched over
• Catching risk early - spotting dissatisfaction before it becomes churn, and owning it through to resolution

What we're looking for
Ownership over activity - closing tickets isn't the job; healthy, growing accounts are.

• 2–3 years in Customer Success, Account Management, or Client Servicing at a SaaS company. Shopify apps, e-commerce tools, or D2C brands is a strong plus.
• Communication that lands. You can explain a product concept to a non-technical founder in one pass, and write updates people actually read.
• Comfort driving calls. Onboarding, training, tough escalation - you lead the conversation rather than survive it.
• Data instincts. You can look at a brand's program numbers and turn them into a recommendation, not just a report.
• Follow-through. You track your own action items, chase what's pending, and drive things to done without being reminded.
• Composure. Customer-first and solution-oriented, including on the bad days.

Technical requirements
You don't need to be an engineer, but our product lives inside Shopify storefronts — you should be comfortable getting hands-on.

• Intermediate understanding of HTML, CSS and JavaScript — enough to inspect a storefront widget and tweak how it looks or behaves
• Understanding of how HTTP REST APIs work and how they're integrated
• Knowledge of Shopify theme customization and Shopify Liquid is a bonus

Good to have

• Hands-on familiarity with Shopify / Shopify Plus, checkout tools, CRMs, or marketing automation
• Experience with loyalty, referral, reviews, or retention products
• Experience handling international customers
• Working knowledge of e-commerce metrics — repeat purchase rate, AOV, LTV, redemption rate

How you work
This matters as much as the experience bar.

• You take ownership — end to end, including the unglamorous parts: follow-ups, account notes, chasing internal teams.
• You're proactive. You reach out before the customer has to, and you'd rather prevent an escalation than handle one well.
• You work well without much structure. You manage your own book of accounts, prioritize, and drive things to done.
• You write clearly. Clean account notes, short updates, decisions written down.
• You think about the merchant. You ask what outcome a brand actually needs before recommending a setup.