Merchant Success Strategy & Ops Manager

6-7+ years of experience in merchant success/revenue operations or a similar role. Direct or alongside experience with Customer Success or Revenue organizations. Experience retaining and growing existing accounts in a recurring revenue model. Ability to thrive in ambiguous environments and build structure. Systems thinking to diagnose root causes and build solutions. Proficiency in pulling insights from dashboards and turning trends into recommendations. Experience designing scalable processes. Skilled at working across functions to align priorities and create operating models. Bias for action and resilience in undefined situations. Commitment to improving internal teams' and merchants' experiences. Global mindset and comfort designing processes that scale across markets, teams, and time zones.

Build and maintain reporting, dashboards, and workflows for merchant health, risk identification, renewal forecasting, and expansion opportunities. Design processes and playbooks for managing renewals, pricing, escalations, Success Plans, and Business Reviews. Establish repeatable programs to boost retention and proactive account movement, including forecasting signals, churn prevention, and lifecycle engagement. Represent Merchant Success in S&OP process, translating merchant insights and demand changes into planning inputs. Create simple tools and templates to reduce manual effort for Merchant Success Managers (MSMs). Partner with Enablement to introduce new processes with documentation and training. Oversee cross-functional alignment with Success, Operations, Product, Finance, and Support. Serve as the point person for process, tooling, and reporting questions from the Merchant Success team. Produce data-backed narratives for leadership decisions, emerging risks, and growth opportunities. Own critical operational rhythms like forecasting cadences, program tracking, and performance reviews. Take on additional projects supporting Merchant Success maturity and operational efficiency.