IntelliPro

Job Title: Customer Success Manager – US Market

Position Type: FTE

Location: Hybrid — Orange, CA

Salary Range: USD $95,000–$125,000

Job ID#: 178923

About the Company

- The company is a cross-border e-commerce insurance provider, licensed in the US, Hong Kong, China, France and the UK. It operates as part of a Hong Kong public company group and is backed by a leading global insurer.

- Its post-purchase protection product includes Shipping Protection, Return Assurance and Extended Warranty. It is installed as an app/plugin inside the merchant's own checkout (Shopify, WooCommerce, Magento, BigCommerce and custom-built sites), so the consumer can add protection in one click at the moment of purchase.

- The model is a partnership, not a software sale: merchants pay nothing. Revenue comes from the small premium the consumer pays at checkout, and the merchant shares in it — the merchant gains a new revenue line at zero cost, and the company earns on every order they process.

- Fully compliant, API-first, built for DTC brands: legal, licensing and underwriting work is handled with its insurance partner and in-house compliance team.

The Role

The company is expanding its US team and hiring a Customer Success Manager to own post-sales for its key merchants. You will take merchants from signed to live, keep them growing, and be their voice inside the company. Because merchants pay nothing and earn a share of every premium, success for you means the merchant is processing more orders with protection enabled — retention, expansion and merchant revenue all move together.

What You'll Do

- Onboard and implement. Lead new merchants through app installation, checkout configuration, training and go-live.

- Own merchant relationships. Build trusted, long-term partnerships with store owners and operators; run regular business reviews with your top accounts.

- Drive retention and growth. Identify upsell, cross-sell and expansion opportunities, and make sure at-risk merchants are caught early.

- Be the voice of the merchant. Bring merchant feedback and market insight to product, underwriting and compliance teams.

- Work with data. Track account health, premium volume, retention and churn, and report on your portfolio with clear metrics.

- Coordinate the claim experience. Work with the claims team so merchants and their shoppers get fast, clean resolution.

Compensation & Benefits

- Base salary: USD 85,000–100,000

- Target bonus: USD 10,000–25,000 (retention / expansion based, uncapped)

- On-Target Earnings (OTE): USD 95,000–125,000+

- Benefits: Health insurance + 401(k) match + home office stipend + 10 days PTO

What You Bring — Basic Qualifications

- 3–5 years in customer success or account management in e-commerce (SaaS, payments, logistics or insurtech).

- Experience with merchants who sell on their own storefronts (Shopify, Shopify Plus, WooCommerce, Magento, BigCommerce or custom sites). Your employer or client base must sit in the US e-commerce / DTC ecosystem — sellers who run their own checkout.

- Key-account management experience. You have owned a portfolio of important merchants and can describe how many you managed and at what volume.

- Data-driven approach. You use metrics (retention, health score, premium volume, churn) to make decisions, and you can explain them clearly.

- Strong communication and project management skills, with the patience to work through technical setup and cross-time-zone coordination.

- Available to work onsite in Orange, CA and legally authorized to work in the US. The company can support OPT, CPT, H1B and L1.

Preferred

- Hands-on familiarity with the Shopify admin and app installation, plus basic comfort with analytics tools.

- Experience with marketplace sellers (Amazon or Walmart) is acceptable for this role, although independent-site / DTC experience is preferred.

Who Thrives in This Role

- You like merchants, not tickets. You build relationships with store owners and operators and take ownership of whether their business with the company grows.

- You are hands-on and organised. You can drive an installation and go-live across teams, keep several merchant timelines moving, and follow through without being chased.

- You use data to decide. You would rather look at retention, premium volume and health metrics than rely on how a conversation felt.

Why Join

- Merchants love the product. It is free for them to install and it pays them — onboarding conversations start from a good place.

- Own a real portfolio. You manage key merchants end to end, with direct visibility to revenue and retention.

- Licensed, compliant and insured. US and international licensing with a leading global insurer as underwriting partner, and a compliance team behind you.

- A US team with support. You work alongside the US business development team, with product, claims, operations and marketing support from the China team.

- Room to grow. As the US portfolio expands, so does the customer success function — and the scope of this role.

About Us:

Founded in 2009, IntelliPro is a global leader in talent acquisition and HR solutions. Our commitment to delivering unparalleled service to clients, fostering employee growth, and building enduring partnerships sets us apart. We continue leading global talent solutions with a dynamic presence in over 160 countries, including the USA, China, Canada, Singapore, Japan, Philippines, UK, India, Netherlands, and the EU.

IntelliPro, a global leader connecting individuals with rewarding employment opportunities, is dedicated to understanding your career aspirations. As an Equal Opportunity Employer, IntelliPro values diversity and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability, or any other legally protected group status. Moreover, our Inclusivity Commitment emphasizes embracing candidates of all abilities and ensures that our hiring and interview processes accommodate the needs of all applicants. Learn more about our commitment to diversity and inclusivity at https://intelliprogroup.com/.

Compensation: The pay offered to a successful candidate will be determined by various factors, including education, work experience, location, job responsibilities, certifications, and more. Additionally, IntelliPro provides a comprehensive benefits package, all subject to eligibility.