Customer Success Manager (e-commerce)

About Xcotton

Xcotton is an e-commerce insurance service provider, licensed in the US, Hong Kong, China, France, and the UK. We are a subsidiary of Shouhui Group (Hong Kong public company) and backed by AIG. Our product includes Shipping Protection, Return Assurance, and Extended Warranty, embedded at checkout via Shopify and other DTC e-commerce platforms.

What You'll Do

Onboard & implement – Lead new KA merchants through setup and training.

Manage relationships – Build trusted, long-term partnerships. Conduct regular business reviews.

Drive growth – Identify upsell, crosssell, and renewal opportunities.

Advocate for customers – Bring merchant insights to Product & Underwriting teams.

Analyze data – Track account health, reduce churn, and report on portfolio performance.

What You Bring

Basic

3–5 years of Customer Success / Account Management in e-commerce

Experience managing KA or mid-market merchants.

Strong listening, communication, and project management skills.

Data-driven problem solver – you spot churn risk before it happens.

Legally authorized to work in the US

Preferred

Background in shipping protection, return assurance, or extended warranty

Familiarity with Shopify ecosystem

Compensation & Benefits

Annual Base salary $85,000–120,000

Target bonus $10,000–25,000

 (retention/expansion based, uncapped)

On Target Earnings (OTE) 95,000–145,000+

Benefits

Health Insurance + 401(k) match + home office stipend + flexible PTO