Senior Merchant Success Manager

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

📋 Description

• Manage a portfolio of merchant accounts throughout the post-sales customer journey.

• Act as the primary relationship manager for assigned merchants.

• Cultivate relationships with merchant founders, business owners, and operational stakeholders.

• Oversee merchant onboarding and ensure smooth transitions from sales.

• Assist merchants in understanding and utilizing relevant Bask Health platform features.

• Create merchant success plans aligned with their business objectives.

• Comprehend merchant business models, storefront operations, and growth priorities.

• Guide merchants through platform setup and operational integration.

• Aid merchants in grasping storefront and checkout functionalities.

• Support merchants in enhancing platform workflows.

• Monitor merchant engagement, product usage, and overall account health.

• Identify merchants at risk of churn and formulate proactive retention strategies.

• Manage or coordinate renewal preparations and customer discussions.

• Spot opportunities for expanding merchant accounts.

• Collaborate with sales on viable commercial growth opportunities.

• Conduct regular business reviews with merchants.

• Discuss adoption rates, operational performance, challenges, and next steps with merchants.

• Manage complex merchant escalations and facilitate internal resolutions.

• Collaborate with product and engineering teams to resolve technical issues.

• Coordinate with pharmacy and operations teams on relevant workflows.

• Maintain clear communication with merchants during troubleshooting and escalation phases.

• Collect merchant feedback and communicate opportunities for product enhancements.

• Identify recurring challenges in onboarding and adoption.

• Recommend enhancements to merchant success playbooks and procedures.

• Keep accurate CRM records, account notes, and follow-up commitments.

• Track merchant renewal timelines and assess account risks.

• Assist merchants in understanding new platform features and product updates.

• Support merchants through changes in platform capabilities.

• Utilize account data to inform recommendations and prioritize outreach efforts.

• Share best practices with fellow merchant success team members.

• Collaborate across teams to enhance the merchant experience.

• Take responsibility for merchant outcomes and ensure follow-through on commitments.

⛳️ Requirements

• Over 5 years of relevant experience in customer success, merchant success, account management, or closely related post-sale roles.

• At least 2 years of genuine ownership in post-sale customer success.

• Proven track record of managing customer onboarding, adoption, retention, renewals, or expansion.

• Significant recent experience working directly with e-commerce merchants or merchant-facing commerce software.

• E-commerce experience within the last 4 years.

• Strong understanding of online merchant operations and direct-to-consumer business models.

• Experience managing a portfolio of merchant or customer accounts.

• Demonstrated ability to build long-lasting relationships with business owners and key stakeholders.

• Experience guiding customers through software onboarding and adoption processes.

• Capability to comprehend merchant business objectives and recommend practical solutions.

• Experience in identifying and managing customer retention risks.

• Experience participating in or overseeing renewal processes.

• Ability to identify suitable merchant growth and expansion opportunities.

• Strong commercial judgment and customer relationship management skills.

• Experience handling complex customer or merchant escalations.

• Ability to effectively coordinate with product, engineering, and operations teams.

• Excellent written and verbal communication skills.

• Experience conducting customer or merchant business reviews.

• Ability to translate software features into meaningful business value.

• Comfortable discussing merchant workflows, customer journeys, and operational challenges.

• Proficient in using CRM or customer success management tools.

• Strong organizational skills and meticulous attention to detail.

• Ability to manage multiple merchant priorities and meet deadlines.

• Independent problem-solving and decision-making abilities.

• Comfortable working in a remote, cross-functional environment.

• Availability for collaboration during required U.S. Eastern Time working hours.

• Ability to take ownership of merchant outcomes and ensure commitments are met.

• Nice to Have: Experience at a Shopify ecosystem company or e-commerce SaaS platform.

• Nice to Have: Background in supporting direct-to-consumer brands and online merchants.

• Nice to Have: Experience with Shopify, BigCommerce, Klaviyo, Recharge, Gorgias, Yotpo, or similar platforms.

• Nice to Have: Experience managing high-value or strategic merchant accounts.

• Nice to Have: Experience working directly with e-commerce founders or entrepreneurs.

• Nice to Have: Familiarity with subscription commerce and recurring-revenue business models.

• Nice to Have: Experience supporting online checkout and payment workflows.

• Nice to Have: Understanding of conversion funnels and customer purchase journeys.

• Nice to Have: Experience using merchant performance data to guide customer discussions.

• Nice to Have: Familiarity with customer health scoring and churn prevention techniques.

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

• Nice to Have: Experience coordinating technical troubleshooting for merchant-facing software.

• Nice to Have: Understanding of APIs, integrations, or storefront configurations.

• Nice to Have: Experience collaborating with product and engineering teams.

• Nice to Have: Familiarity with merchant onboarding and activation metrics.

• Nice to Have: Experience developing customer education materials or onboarding playbooks.

• Nice to Have: Experience mentoring junior customer success professionals.

• Nice to Have: Familiarity with healthcare technology or telehealth software.

• Nice to Have: Experience working in a rapidly evolving SaaS environment.

• Nice to Have: Experience identifying account expansion opportunities through product adoption.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Flexible working hours and remote work options.

• Opportunities for professional development and career advancement.

• Collaborative and inclusive company culture.