Customer Success Manager; e-commerce

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.

• 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.

• 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

• Background in shipping protection, return assurance, or extended warranty
• Familiarity with Shopify ecosystem

• Annual Base salary $85,000–120,000
• Target bonus $10,000–25,000
• On Target Earnings (OTE) 95,000–145,000+
• Health Insurance + 401(k) match + home office stipend + flexible PTO