Merchant Success Associate
J
JobgetherEcommerce SaaS
Based in United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 1–8 years
- Required Skills
- ShopifyCustomer SuccessSaaSProcess improvementTechnical support
Requirements
- 1–8 years of experience in Customer Success, Customer Onboarding, Sales Development, Technical Support, or a related function within a fast-paced environment.
- Experience in subscription businesses, ecommerce, SaaS, or the Shopify ecosystem is strongly preferred.
- Strong understanding of scalable customer engagement and “one-to-many” success models, with an interest in automation and lifecycle communication.
- Familiarity with customer success platforms and automation tools such as Planhat, or the ability and willingness to learn them quickly.
- Excellent written and verbal communication skills, with the ability to turn complex product concepts into clear, concise, and actionable guidance.
- Highly organized and comfortable managing a high volume of accounts, priorities, communications, and initiatives simultaneously.
- Proactive and process-driven, with strong attention to detail and a focus on consistent execution.
- Resourceful and adaptable, with the ability to identify solutions independently.
- Comfortable working in a high-growth environment where processes may need to be created, tested, and improved from scratch.
- Strong customer orientation and an ability to understand merchant challenges and translate them into practical solutions.
Responsibilities
- Design and manage scalable “one-to-many” customer success programs for large cohorts of merchants.
- Plan and run onboarding and audit calls, automated email campaigns, in-app messaging, and other programs that guide merchants toward successful product adoption.
- Own the first 90 days of the merchant journey, creating a smooth onboarding experience and helping customers reach meaningful value as quickly as possible.
- Monitor merchant health metrics and proactively identify accounts showing signs of disengagement, friction, or potential churn.
- Develop scalable outreach and intervention strategies to help merchants overcome challenges and improve retention.
- Partner with Marketing and Product to create educational resources, including video tutorials, best-practice guides, how-to content, and other self-service materials.
- Build and maintain a comprehensive resource library that empowers merchants to solve common challenges independently.
- Use automation and customer success tools to improve communication, engagement, onboarding, and ongoing merchant success at scale.
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