Head of Customer Success

What is Rivo?

At Rivo, we help 7 to 9 figure Shopify brands build high-impact retention programs (loyalty + referrals) on Shopify. As the Director of Solutions Engineering, you’ll lead the strategy and execution for onboarding, technical solutions, and retention optimization, ensuring brands have a seamless experience integrating Rivo into their ecosystem.

This role combines technical expertise, leadership, and customer-centric problem-solving, making sure our merchants can quickly deploy, customize, and scale their retention strategies. You’ll collaborate closely with engineering, product, customer success, and sales to drive adoption, reduce friction, and maximize value for our merchants.

You can see our platform within Shopify here →

About the job

Big picture: you’ll be working toward one goal – ensuring the customer experience at Rivo is nothing short of exceptional.

As a team lead, you’ll oversee customer success, support, and solutions, running day-to-day operations while collaborating across departments to improve the merchant journey, from onboarding to long-term retention. You’ll act as both a business coach to merchants and an internal advocate, sharing best practices, solutions, and recommendations.

What you'll be doing

• Oversee daily operations with other team leads to ensure our support and success teams deliver exceptional merchant experiences.

• Lead and mentor solutions engineers and onboarding specialists, holding the team accountable for outcomes and continuous improvement.

• Own the onboarding and integration process for high-growth brands, ensuring seamless setup, adoption, and activation.

• Architect and optimize technical solutions, helping merchants configure and extend Rivo’s platform to fit their business needs.

• Develop and implement technical playbooks, best practices, and automation to streamline onboarding and reduce time-to-value.

• Collaborate with product, engineering, and cross-functional teams (support, sales, marketing) to ensure merchant needs inform roadmap decisions.

• Act as a technical advisor and strategist for merchants, helping them unlock growth through retention programs.

• Support sales and customer success in technical pre-sales discussions and escalations.

• Track and optimize key success metrics: onboarding engagement, activation rates, support response times, satisfaction, churn reduction, and more.

Who you are

• You apply the Pareto principle (80/20) and thrive in high-growth environments.

• You lead from the trenches, hands-on, customer-obsessed, and committed to world-class experiences.