Senior Merchant Success Manager

1 month ago


Canada Shopify Full time
About the role

Your role as a Merchant Success Manager is to develop strong relationships with your merchants, provide strategic guidance, share industry best practices and insights, and ensure their satisfaction, and growth on Shopify. Ultimately, you're their Shopify advocate and will help them grow their business on the Shopify platform and ecosystem.

Requirements for the role:
  • Have Customer Success, client management, or relevant industry experience. You should be merchant-focused in all that you do.
  • Experience driving customer value and retention and effectively managing and growing a book of business.
  • Experience with cross-selling, upselling and strong product adoption abilities
  • Be a great problem solver and love to understand and dissect issues so that you can provide the best and right solution for your merchant.
  • Experience with having hard conversations, asking questions, and holding the line.
  • Have a strong technical aptitude and desire to learn the Shopify platform. You'll need to know Shopify inside and out.
  • Have experience working with multiple stakeholders and be comfortable and confident in establishing great relationships with all levels of stakeholders.
  • Have a general understanding of ecommerce best practices. You'll be their main point of contact for all big-picture support.
  • Have general knowledge of the ecommerce ecosystem and landscape. There are many moving parts and you need to see how they fit together.
  • Be able to work cross collaboratively with other internal Shopify teams to advocate for merchants' needs and requests
  • Be able to navigate complexity and work successfully in an environment of constant change, ambiguity, and with rapidly rising expectations. You understand how to prioritize the 'big rocks,' and are able to help your merchants to do the same.

It would be great if you also had experience with:

  • Have a passion for commerce. Maybe you've built a store for a friend, or run your own business. You know what it means to be an entrepreneur and can share your learnings with our merchants.
  • Have a good understanding of Digital marketing, Google Adwords, Facebook ads, and conversion marketing techniques.
  • Enjoy working in a remote environment.


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