Merchant Adoption & Retention Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Assist in merchant activation and the continual adoption of the platform.

• Aid merchants in transitioning from onboarding to regular platform usage.

• Identify customers who are having difficulty adopting the available features.

• Create actionable adoption plans tailored to the goals and needs of merchants.

• Forge connections with entrepreneurs, founders, and business owners.

• Gain insights into merchant business models and common challenges in e-commerce.

• Track customer engagement and adoption metrics.

• Spot signs of declining platform usage and potential churn threats.

• Actively engage with merchants who are struggling or becoming disengaged.

• Explore reasons behind reduced adoption or customer dissatisfaction.

• Formulate follow-up strategies for accounts that are at risk.

• Collaborate on retention initiatives with Customer Success Managers and leadership.

• Assist in ensuring readiness for renewals and fostering ongoing customer engagement.

• Keep records of adoption progress and identify retention risks.

• Record merchant concerns, follow-up obligations, and next actions.

• Help customers comprehend relevant platform features.

• Pinpoint adoption opportunities based on merchant requirements.

• Coordinate technical issues with customer success engineering and support teams.

• Ensure follow-through on escalations that impact adoption or retention.

• Relay recurring merchant feedback to the product and engineering teams.

• Identify onboarding obstacles that may lead to disengagement.

• Contribute to resources for onboarding and adoption.

• Assist in the development of customer engagement and retention playbooks.

• Support initiatives aimed at re-engaging inactive merchants.

• Monitor adoption, engagement, churn risk, and retention metrics.

• Analyze recurring factors contributing to customer disengagement.

• Participate in customer business reviews and account planning discussions.

• Collaborate with sales, onboarding, customer success, and technical teams.

• Escalate clinical, pharmacy, and compliance issues to authorized teams.

• Adhere to privacy, security, and information handling protocols.

• Manage multiple merchant relationships or initiatives simultaneously.

• Take charge of assigned adoption and retention responsibilities.

⛳️ Requirements

• Minimum of 2 years of genuine post-sale Customer Success experience with direct responsibility for customer relationships.

• Proven ownership of customer onboarding, adoption, ongoing engagement, retention, or renewals.

• Recent and substantial experience working with e-commerce merchants, online stores, or merchant-facing commerce software.

• Strong understanding of e-commerce operations and direct-to-consumer business models.

• Experience assisting customers in the adoption and consistent use of SaaS products.

• Competence in identifying customer engagement challenges and potential retention risks.

• Experience forging relationships with entrepreneurs, founders, or business owners.

• Excellent customer communication and relationship management abilities.

• Capacity to understand customer business objectives and align them with supported product features.

• Experience in creating customer follow-up plans or adoption strategies.

• Ability to delve into reasons for customer dissatisfaction or declining engagement.

• Experience managing customer concerns and coordinating suitable solutions.

• Familiarity with customer retention, renewal support, or churn prevention processes.

• Experience collaborating with technical support, product, or engineering teams.

• Ability to clearly explain software workflows to non-technical customers.

• Experience maintaining accurate customer records, account notes, and follow-up commitments.

• Familiarity with CRM or customer success management tools.

• Strong written and verbal communication skills.

• Excellent organizational skills and attention to detail.

• Ability to manage multiple merchant relationships or customer success initiatives effectively.

• Strong problem-solving skills and a proactive approach.

• Ability to recognize when customer requests necessitate specialized assistance.

• Experience collaborating with sales, onboarding, or other customer-facing teams.

• Ability to work independently while also cooperating with a remote team.

• Availability to collaborate during required U.S. Eastern Time working hours.

• Comfort working in a growing software company with changing processes and priorities.

• Strong accountability for customer engagement and assigned retention initiatives.

• Nice to have: Experience as a Customer Success Manager at an e-commerce SaaS company.

• Nice to have: Experience supporting Shopify merchants or direct-to-consumer brands.

• Nice to have: Familiarity with Shopify, BigCommerce, Klaviyo, Recharge, Gorgias, Yotpo, or similar commerce platforms.

• Nice to have: Personal experience owning or operating an e-commerce business.

• Nice to have: Experience developing customer adoption or activation programs.

• Nice to have: Experience identifying and mitigating customer churn.

• Nice to have: Experience creating retention strategies for SaaS customers.

• Nice to have: Experience managing at-risk accounts or customer re-engagement initiatives.

• Nice to have: Familiarity with customer health scoring and engagement tracking.

• Nice to have: Experience supporting customer renewals or cancellation prevention.

• Nice to have: Experience working with gross revenue retention, net revenue retention, or churn metrics.

• Nice to have: Experience using Salesforce, HubSpot, Gainsight, ChurnZero, or similar tools.

• Nice to have: Experience analyzing product adoption or customer usage data.

• Nice to have: Experience developing customer lifecycle communication programs.

• Nice to have: Experience conducting customer business reviews.

• Nice to have: Experience enhancing onboarding processes and adoption resources.

• Nice to have: Experience collaborating with customer success engineering teams.

• Nice to have: Familiarity with online storefronts, checkout, subscriptions, and payment workflows.

• Nice to have: Experience supporting healthcare technology or telehealth businesses.

• Nice to have: Experience working directly with founders or senior business stakeholders.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive benefits package including health, dental, and vision coverage.

• Opportunities for professional development and career advancement.

• Flexible working hours and remote work options.

• Supportive and dynamic work environment.