Customer Success Manager

Patrol is on a mission to help brands building on Shopify become more accessible and ADA compliant. Our AI-powered platform helps Shopify merchants automatically find and fix accessibility issues, ensuring their websites are more ADA-compliant. From auditing + practical testing to generating and applying accessible code changes (previously done by a software dev), Patrol enables brands to deliver better, more inclusive shopping experiences for every customer and better protect themselves from the 10,000+ demand letters and ADA lawsuits targeting brands every year.

We're proud to work with a fast-growing roster of forward-thinking DTC and CPG brands that care about doing the right thing for their customers and protecting their businesses. We've been scaling rapidly since our seed round, backed by top investors like NextView, Founders Collective, NVP Capital, and Hawke Media, and we're just getting started. As a small but mighty team, we operate with high trust, low ego, and an obsession with building a product our customers love. You'll have direct access to the leadership team, real ownership over your work, and the opportunity to shape a product that's changing the way brands approach accessibility.

As a Customer Success Manager at Patrol, you will be the primary point of contact for our customers helping them onboard successfully, get measurable value from our platform, and renew year after year. You'll be the voice of the customer internally, collaborating with Engineering to ensure we're delivering solutions that solve real problems. In this role, you will be the CEO of your own book of business where the buck stops with you. You will build and own the systems, processes, and playbooks that will help define Patrol's customer success function as we scale. You'll work closely with new customers to ensure smooth onboarding, proactively monitor their progress to prevent churn through 15 min monthly calls, and identify expansion opportunities. This is a hybrid position reporting to the Head of Customer Success and the CEO. You will be expected to be in-person at the Boston office Tuesday, Wednesday, Thursday, with occasional travel (up to 15%) for customer meetings, conferences, and industry events.

What You'll Do

• Own the end-to-end customer journey, from post-sale onboarding through ongoing success and renewal.
• Develop and execute tailored onboarding plans to help new customers quickly see value from Patrol.
• Build strong, trusted relationships with key stakeholders at each top account, understanding their goals and challenges.
• Monitor product usage, adoption, and engagement, identifying at-risk accounts early and taking proactive action.
• Partner with Sales to identify upsell and cross-sell opportunities that align with customer needs.
• Create and refine scalable success resources, playbooks, and processes to improve efficiency and customer outcomes for our different customer buckets (GMV based).
• Act as the customer advocate internally, providing feedback to Product and Engineering on feature requests and usability improvements.
• Track and report on key customer success metrics, including adoption rates, NPS, retention, and expansion.

Who We're Looking For

• 1-5 years of experience in Customer Success, Account Management, or a client-facing role at a SaaS company (Shopify ecosystem experience strongly preferred).
• Proven track record of driving renewals and expansions while maintaining high customer satisfaction.
• Strong relationship-building skills with executives and day-to-day operators alike.
• Excellent communication, presentation, and problem-solving abilities.
• Experience creating and improving customer onboarding processes and success playbooks.
• Familiarity with CRM and success tools like HubSpot, Attio, Vitally, or Gainsight.
• A proactive, ownership-driven mindset, comfortable building structure in a fast-moving startup environment.

Why You Should Join Patrol

• Mission With Real Impact: At Patrol, we are passionate about helping two groups of people we deeply care about: People living with Disabilities and fellow entrepreneurs building in the Shopify ecosystem. It's rare to help two awesome groups of people with one product!
• High-Ownership Environment: Small team, big opportunities - your work will have a direct impact on our growth. This is an opportunity to build a new function at Patrol and become a leader as the company scales.
• Backed by Top Investors: We're funded and growing fast, with strong support from some of the best names in early-stage investing - NextView, Founders Collective, NVP Capital, Hawke Media, and Pari Passu Ventures.
• Culture of Trust & Autonomy: We care about outcomes, we work hard as a team, and we leave it all on the field. If you're just looking for a 9-5, this role is not a fit for you.
• Flexibility: Hybrid / Remote friendly with the opportunity to collaborate in-person in our Cambridge, MA hub.

Perks

• Competitive compensation and equity.
• Flexible, Hybrid work.
• Free Healthcare, Dental, and Vision coverage from day one.
• 401k Match for all employees.
• Team Lunch is covered every Wednesday.
• Opportunities for career growth as we scale.