Customer & Partner Engagement Manager

Location: Remote (U.S. based only)
Employment Type: Full-time
Department: Customer Success
Reports to: CEO

About Us

Shogun empowers ecommerce brands to create optimized shopping experiences.

Starting out as a website builder in 2015, Shogun has expanded into an all-in-one platform for ecommerce conversion rate optimization; offering AB testing, Personalization, and SEO feature sets in addition to its flagship visual editing and content management offerings. Ten years in the industry and tens of thousands of clients have made Shogun a household name in ecommerce enablement.

Fully distributed from inception, Shogun has been recognized as a pre-pandemic pioneer of remote work. Our company and products are informed by diverse perspectives. We have no offices, and are looking for team members who are biased to action, thrive on autonomy, and embrace a true startup mentality.

Shogun was bootstrapped to millions in revenue from 2015–2018, and has since raised $100M+ from top tier investors, including Insight Partners, Initialized Capital, Accel, VMG Partners, and Y Combinator to continue expansion.

The Role

We're looking for a proactive and people-centric Customer & Partner Engagement Manager to join our team. In this role, you’ll be on the front lines of engaging ecommerce merchants and agency partners through marketing campaigns, product experiences, and our partner ecosystem.

This role blends elements of sales, onboarding, education, and strategic account development. You'll play a critical part in helping prospects and customers discover the right product fit, maximize the value of our tools, and stay connected through personalized engagement and insights sharing.

What You'll Do

• Respond to inbound interest generated through marketing campaigns and product-triggered flows.

• Hold calls with merchants and agency partners to demo products, qualify needs, and recommend best-fit solutions.

• Conduct discovery to understand customer goals, pain points, and use cases.

• Match prospects with the right product(s) or pricing plans based on their business needs.

• Identify upsell and cross-sell opportunities and flag accounts with expansion potential.

• Conduct onboarding sessions and walkthroughs to ensure new customers are set up for success.

• Support ongoing education through product webinars, partner workshops, and group sessions.

• Log detailed outreach, discovery notes, and follow-ups in CRM systems.

• Add prospects and partner contacts on LinkedIn and regularly engage with their content to build stronger relationships.

• Participate in agency and customer-facing events like onboarding webinars, product education sessions, or office hours.

• Ensure agency partners and high-potential merchants are always equipped with the latest tools and resources.

• Create structured feedback loops to share common product questions, objections, or usage gaps with the Product, Marketing, and Leadership teams.

• Support expansion planning by identifying accounts with high growth potential and collaborating with Sales and CSMs to engage them strategically.

• Being a thought partner in how we are handling overall customer experience.

You Might Be a Fit If You...

• Have at least 3 years of experience in customer success, sales, onboarding, or partner enablement, ideally in a SaaS or ecommerce environment.
• Are a great communicator: clear, empathetic, and confident on video calls and in writing.
• Are tech-savvy and can learn and explain new software quickly.
• Are comfortable using LinkedIn to build relationships and share insights.
• Can manage multiple conversations in parallel and reliably track follow-ups and CRM updates.
• Thrive in a fast-paced, iterative environment where the product evolves quickly and collaboration is key.

Bonus Points If You...

• Have experience with ecommerce platforms like Shopify or BigCommerce.
• Have worked with design agencies or digital agency ecosystems.
• Are comfortable leading live webinars, product demos, or workshops.

Why Join Us

• Work at a product-led company that values customer experience and insights.
• Collaborate with a curious, driven team that obsesses over customer outcomes.
• Help shape how ecommerce merchants and agencies experience our platform.
• Competitive compensation and flexible remote work culture.

**A Note for Future Shogies

**We know the confidence gap and imposter syndrome can get in the way of meeting potential Shogies. If you have relevant skills that are not reflected in your resume, we welcome your candidacy and encourage you to share more in an optional cover letter, even if your experience doesn’t match our exact requirements. We are committed to building a diverse, inclusive, and equitable workplace where everyone feels like they belong. We encourage you to apply if you feel this role is a good fit for you, and we look forward to hearing from you!

What We Offer (Varies by Location) 

• Competitive salary
• Company-sponsored healthcare, visioncare, dentalcare for you and your dependents
• Retirement plans with matching contributions (401k, Pension, and RRSP)
• Paid parental leave
• Stock options 
• Home office set-up reimbursement
• Monthly home office productivity reimbursement 
• Co-working space reimbursement
• PTO, sick leave, holidays, Shogie appreciation days
• Learning and Development reimbursement  
• Quarterly Wellness reimbursement 
• Remote work – We are a diverse and distributed team that uses Slack, Zoom, Notion, and other tools to stay connected

Our Operating Principles 

• Uplevel the customer experience: We are diligent about delivering a delightful customer experience, and constantly improving it. We do this with deep knowledge of the current state of our product experience, and the motivations of our customers.
• Do the hard thing:  Rapidly shipping delightful product is hard. Being radically candid and transparent with ourselves and our colleagues is hard. Startups are full of ups and downs. We’re here because we like the challenge. Everyone helps raise the bar.
• Communicate and collaborate:  We practice honesty, integrity, and respect in our communications and in our actions. Radical candor is good, but it never excuses rudeness, and we don’t do organizational politics. Everyone’s input is valued at Shogun.

Shogun supports workplace diversity and does not discriminate on the basis of race, color, religion, gender identity/expression, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, physical or mental disability, or any other protected class.