Merchant Success Manager – Toronto

My client is an exciting startup providing a first to market tech platform for ecommerce brands. Ever wish you could try something before you had to pay for it – well that is exactly what my client is all about. They have raised over $10M from top-tier VCs and have partnered with top ecommerce retailers both big and small. They are just exploding with growth and opportunity at the moment.

About the role:

My client is looking to hire a Merchant Success Manager to help them onboard and enable their merchants to drive business results through their first to market tech product. You will report to the Director of Merchant Success and collaborate with multiple departments (Merchant Success, Sales, Product, and Engineering). You will be required to build strong relationships with their merchants and provide strategic guidance and support to grow revenue and customer happiness for their business. You have a passion for customer success and experience managing strategic B2B relationships in hyper-growth technology companies or startups.

Your focus will be:

• Build and maintain relationships with a set of mid-market and enterprise merchants through delivering high-value engagements, strategic guidance, and support throughout the entire post-sales journey (from onboarding to activation, retention, and expansion).
• Partner with the dedicated implementation manager to create the onboarding project plan and deliver key onboarding engagements to help merchants plan their launch marketing strategy and prepare internal teams for any operational changes.
• Analyze merchant performance data to make recommendations for optimizing business impact.
• Plan, forecast, and support execution of merchant’s program initiatives.
• Conduct semi-annual business reviews with key merchant stakeholders.
• Partner with Merchant Technical Support and Customer Success to ensure any technical issues are escalated and resolved in a timely manner.
• Own internal reporting including spotting risk, upsell and expansion opportunities

Requirements:

• 3+ years of experience managing B2B relationships in the technology/SaaS industry.
• Proven ability to retain and grow client accounts and revenue consistently over time.
• Demonstrated ability to communicate, present, and influence key stakeholders at all levels of an organization, including executive and C-level.
• Familiarity and comfort using and discussing web software technology.
• Excellent listening, negotiation, and presentation abilities.
• Data-driven in your approach to understanding problems and coming up with solutions.

Nice to have:

• Degree in Business Administration, Sales, or relevant field.
• You are familiar with Shopify and/or other e-commerce platforms.
• Knowledge of e-commerce technical infrastructure and integrations.
• Experience training and enabling clients to drive product usage and adoption.
• Experience with working in a high-growth startup environment.

Salt is acting as an Employment Agency in relation to this vacancy.