Merchant Success Manager

**About Blackcart**

Blackcart’s Try Before You Buy software brings the in-store shopping experience to eCommerce. We integrate into existing eCommerce stores, enabling shoppers to try products at home for free and only pay for what they decide to keep. Blackcart-powered merchants see 24% higher purchase conversions, 51% higher average order values and 39% higher net sales. We are a rapidly growing start-up poised to significantly transform the retail industry with our market-leading Try Before You Buy platform. Read about us in TechCrunch

Blackcart has raised over $10M from a long list of top-tier VCs and has partnered with top eCommerce retailers to grow sales and delight their shoppers. We are growing our team so we can continue to optimize the online shopping experience

**About the Role**

We are looking for a Merchant Success Manager to enable Blackcart’s merchants to drive business results through their Try Before You Buy program and to propel Blackcart into our next phase of growth.

The Merchant Success Manager will report to the Director of Merchant Success and partner with team members across multiple departments including Merchant Success, Sales, Product, and Engineering. This individual will build strong relationships with our merchants and provide strategic guidance and support to grow revenue and customer happiness through try before you buy for their business.

As a Merchant Success Manager at Blackcart, you will
- Build and maintain Blackcart’s relationships with a set of mid-market and enterprise merchants through delivering high-value engagements, strategic guidance and support throughout the entire post-sales journey from onboarding to activation, retention, and expansion
- Partner with the dedicated implementation manager to create the onboarding project plan and deliver key onboarding engagements to help merchants plan their launch marketing strategy and prepare internal teams for any operational changes
- Act as the voice of the merchant and their customers internally. Enable and empower other team members and departments to put the merchant and customer needs at the center of Blackcart’s day-to-day decisions
- Analyze merchant performance data and program drivers to make recommendations for optimizing business impact
- Become a Blackcart product expert
- Plan, forecast, and support execution of merchant’s Try Before You Buy program initiatives
- Conduct semi-annual business reviews with key merchant stakeholders
- Partner with Merchant Technical Support and Customer Success to ensure any technical issues are escalated and resolved in a timely manner
- Own internal reporting including signalling risk, upsell and expansion opportunities

**Requirements**:
Essential
- 1-2 years of experience managing B2B relationships in the technology/SaaS industry
- Proven ability to retain and grow client accounts and revenue consistently over time
- Demonstrated ability to communicate, present, and influence key stakeholders at all levels of an organization, including executive and C-level
- Familiarity and comfort using and discussing web software technology
- Proven ability to manage and prioritize multiple account management projects and initiatives at a time, while maintaining sharp attention to detail
- Excellent listening, negotiation and presentation abilities
- Strong verbal and written communication skills
- Data-driven in your approach to understanding problems and coming up with solutions
- Committed to continuous learning - you are resourceful and creative with finding solutions during times of uncertainty
- Passionate about working in a customer-facing role with a focus on providing value and driving retention and growth

Nice to have
- BA/BS degree in Business Administration, Sales or relevant field
- Familiarity with Shopify and/or other e-commerce platforms
- Knowledge of e-commerce technical infrastructure and integrations
- Experience training and enabling clients to drive product usage and adoption
- Experience with working in a high-growth startup environment
- Love animals (It’s likely that our CHOs, Chief Happiness Officers - Harvey and Unagi - will be sitting in on your interview)

**Benefits**
- We offer competitive compensation including salary and equity. You grow as we grow
- We have an awesome HQ in Toronto and offer full health benefits
- 500 Startups/venture-backed company
- Casual work environment with extremely talented staff
- Become a part of the transformation and empowerment of the e-commerce industry
- Ability to join an early stage for one of the fastest-growing startups

**Blackcart Values**
- Walk in the shopper's shoes
- Benchmark against the best
- Speak the truth
- Run head-first into hard problems
- Extreme ownership
- Care for people

Blackcart is an equal opportunity employer and is committed to diversity. As part of this commitment, we do not discriminate on the basis of age, race, sex, gender, gender identity, colour, religion, nationa