App Success Manager | Jewelry Store Software | Onboarding, Support & Sales

About the Role We build software tools that help independent jewelry retailers run smarter on Shopify, from customer support automation to operations and marketing workflows. Our apps are purpose-built for the jewelry store ecosystem, and we’re now ready to bring on our first customer-facing team member. This is a hybrid role for someone who is equal parts technically sharp and people-oriented. You’ll own the full customer experience: getting new jewelry store owners successfully set up, keeping them running smoothly, hunting down bugs before they become problems, and proactively reaching out to new prospects to grow our user base. This is a ground-floor opportunity with direct access to the founders and real influence over how we build and sell. What You’ll Do Customer Success and Technical Onboarding Guide new jewelry store merchants through app installation, configuration, and first-use on Shopify. Conduct onboarding calls or walkthroughs via video, email, or chat, whichever gets the customer to their first win fastest. Serve as the primary point of contact for ongoing support questions. Test new features before they ship and flag any issues you catch. Document bugs clearly (steps to reproduce, expected vs. actual behavior) and escalate to the dev team. Maintain organized records of customer conversations, open issues, and resolutions. Sales and Prospecting Build targeted outreach lists of independent jewelry retailers on Shopify. Execute cold email and LinkedIn campaigns to generate interest and demos. Follow up, nurture, and convert prospects into paying customers. Report on outreach activity and pipeline weekly. What We’re Looking For Required: Solid working knowledge of the Shopify Partners platform. You understand how apps get installed, how merchant stores are structured, and how the ecosystem works. Experience with Gorgias (or ability to learn it fast, ideally you’ve used it as an admin or agent). Familiarity with AI-powered tools and workflows. Strong written English, clear, warm, and efficient. Proven ability to do outbound prospecting via cold email, LinkedIn, or direct outreach. Self-managed and organized; you can handle a light ticket queue and a prospecting list without being micromanaged. Nice to Have: Background in e-commerce, jewelry, or luxury retail. Experience onboarding merchants to Shopify apps. Familiarity with SaaS customer success or technical support workflows. Work Setup Fully remote. Contract, hours as needed to start (roughly 10 to 20 hours per month, scaling as customer volume grows). Flexible schedule with async-first communication and occasional calls when needed. Open to US and international applicants. How to Apply Send a short note (3 to 5 sentences) explaining why this role fits you, plus any relevant experience with Shopify, Gorgias, or sales. Loom videos are welcome. Long cover letters are not.