Merchant Success Strategy & Ops Manager

6-7+ years of experience in merchant success/revenue operations or a similar role. Directly worked with or alongside Customer Success or Revenue organizations. Understand what it takes to retain and grow existing accounts in a recurring revenue model. Thrive in environments with ambiguity and enjoy building structure. Think in systems, diagnose root causes, and build workflows/tools. Energized by data, able to pull insights and spot signals. Builder at heart, preferring to design scalable processes. Skilled at working across functions to align priorities and create operating models. Bias for action and resilience. Care deeply about improving internal team and merchant experience. Global mindset (bonus points).

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. Stand-up repeatable programs to boost retention and proactive account movement. Represent Merchant Success in the S&OP process. Create simple and actionable tools and templates to reduce manual effort. Partner with Enablement to ensure new processes are introduced with documentation and training. Oversee cross-functional alignment across Success, Operations, Product, Finance, and Support. Serve as the point person for process, tooling, and reporting questions from the Merchant Success team. Elevate organizational visibility by producing consistent, data-backed narratives. Own critical operational rhythms including forecasting cadences, program tracking, and performance reviews. Take on additional projects to support Merchant Success maturity and operational efficiency.