About Alia

We're one of the fastest-growing startups in the Shopify ecosystem, trusted by over 5000 leading brands including HexClad, Nike Strength, Barstool Sports, Peloton Apparel, and Aviator Nation. Our platform powers millions of customer interactions daily, and we're just getting started.

At Alia, we're building the next generation of popups: smarter, more beautiful, and designed to convert. We help Shopify brands achieve 15%+ opt-in rates while delivering customer experiences that feel personal, not intrusive.

We're a lean, high-velocity team that obsesses over customer outcomes and ships at lightning speed. If you want your work to matter immediately and reach millions of shoppers, this is the place for you.

The Role

This is a white-glove support role at the intersection of customer support and customer success. You'll own a book of several hundred e-commerce brands, serving as their go-to resource for getting the most out of Alia.

Let's be real: the title says "CSM," but day-to-day you're closer to a Customer Support Specialist with success-oriented instincts. You'll be in the trenches via chat, calls, and Slack, helping merchants launch popups, troubleshoot issues, and unlock new value from the platform.

If you're someone who genuinely enjoys helping people, learns fast, and thrives in a demanding but rewarding environment, this role is for you.

What You'll Do

Client Support & Relationship Management

- Serve as the primary point of contact for a portfolio of several hundred Shopify merchants
- Provide responsive, white-glove support via chat, video calls, and Slack
- Troubleshoot platform issues, guide product adoption, and escalate technical matters when needed
- Build trust through availability, follow-through, and genuine care for client outcomes

Onboarding & Enablement

- Lead new clients through onboarding: account setup, popup configuration, and initial training




- Educate merchants on best practices for A/B testing, targeting, and conversion optimization
- Proactively surface features and strategies that align with each client's goals

Health Monitoring & Feedback Loops

- Monitor customer health signals, usage patterns, and support trends
- Flag at-risk accounts early and collaborate with the team on retention strategies
- Document feedback and feature requests to inform product development

What You Bring

Must-Have Experience

- Experience in customer support or customer success (SaaS, e-commerce, or similar)
- Strong written and verbal communication skills: transparent, warm, and professional
- Ability to learn complex software quickly and explain it simply to non-technical users
- Comfort managing a high volume of client relationships with attention to detail
- Willingness to work Eastern hours, regardless of your location

Bonus Points For

- Familiarity with Shopify, Klaviyo, or e-commerce marketing tools
- Experience with CRM/CSM platforms (Intercom, HubSpot, Zendesk, etc.)
- Background in a high-growth startup where you wore multiple hats
- Genuine curiosity about conversion optimization and e-commerce growth

Why You'll Love This Role

- Own Client Relationships: You're not a ticket-taker. You're the face of Alia to hundreds of brands
- Learn E-Commerce Inside Out: Immerse yourself in how top Shopify brands grow, convert, and retain
- Join a Growing Team: Our CS team is growing and you'll have real influence on how we scale
- Direct Impact: Your support directly drives client retention, expansion, and referrals

Compensation & Perks

- Base Salary: $80K–$100K CAD (based on experience and location)
- Performance Bonus: Up to $20K/year tied to client outcomes
- Fully Remote: Eastern hours required
- Growth Potential: Early-stage team with room to shape your career path

Ready to Help the Best Brands on Shopify Convert Better?

Apply now: no cover letter required.

Pay: $80,000.00-$100,000.00 per year

Work Location: Remote

📌 Customer Success Manager (Canada)
🏢 BackStretch
📍 Canada