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
- On Target Earnings (OTE) 95,000–145,000+
- Health Insurance + 401(k) match + home office stipend + flexible PTO
Customer Success Manager (e-commerce) in orange at Unknown Company
This position is listed as full time and onsite.