Manager, Merchant Success
Core
Manage and develop a team of Merchant Success Managers to drive retention, expansion, and satisfaction for strategic ecommerce merchant accounts.
Role type
Senior IC manager (customer success/account management)
Builds
Customer success strategies, account plans, QBRs, and executive stakeholder relationships
Domain
Ecommerce, Supply Chain, Logistics
Required skills
Team leadership, full lifecycle success management, executive stakeholder management, escalation handling, P&L interpretation, margin health management
Preferred skills
Experience in Customer Success, Account Management, Supply Chain, Logistics, or Ecommerce Operations
Technologies
None stated
Responsibilities
Directly manage a team of Merchant Success Managers, coach the team on account-based strategies, handle and coach on escalations, make final decisions on credit amounts, retain and grow revenue for existing customers, run key initiatives for margin health
Seniority
Manager, hands-on IC
