Associate Merchant Success Manager

SHOPLINE; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Shopline is seeking a Senior Customer Success Manager to own a portfolio of strategic merchants across multiple markets and drive onboarding, growth, retention and renewals.

You will serve as the primary liaison for merchants, manage renewals and expansions, and collaborate with product, engineering, payments and business development teams to optimize services. The role requires strong English skills and experience across markets.

Qualifications

• 7+ years of experience in customer success, account management, or merchant operations in e-commerce or SaaS.
• Demonstrated experience managing strategic or key merchant portfolios.
• Commercial experience in renewals, upsell or revenue growth.
• Experience working across multiple markets or regions.
• Strong command of spoken and written English.

Responsibilities

• Own the end-to-end merchant lifecycle, including onboarding, growth, retention and renewal, for an assigned portfolio of strategic merchants.
• Serve as the primary point of contact for merchants, managing enquiries and complex matters across multiple communication channels, and handling commercial discussions including renewals and expansion.
• Monitor merchant account health and drive retention and growth initiatives on a proactive basis.
• Identify and pursue opportunities to grow merchant revenue, including upsell and cross-sell of the Company's products and services.
• Represent the Company in merchant meetings, pitches and business reviews across multiple markets, in coordination with relevant regional and functional teams.
• Lead or participate in cross-functional projects and initiatives spanning multiple markets and functions, as required.
• Collaborate with internal teams, including product, engineering, payments and business development, and with external partners such as logistics providers.
• Provide merchant and market feedback to support product and service improvement.
• Perform such other duties as may be reasonably assigned by the Company from time to time.

Skills

Customer Success

Account Management

Merchant Operations

Renewals

Upsell

Cross-sell

Multi-market

English proficiency

Job description

The Employee will be responsible for the management and commercial performance of an assigned portfolio of strategic merchants, and will represent the Company in merchant engagement across multiple markets.

Key Responsibilities

• Own the end-to-end merchant lifecycle, including onboarding, growth, retention and renewal, for an assigned portfolio of strategic merchants.
• Serve as the primary point of contact for merchants, managing enquiries and complex matters across multiple communication channels, and handling commercial discussions including renewals and expansion.
• Monitor merchant account health and drive retention and growth initiatives on a proactive basis.
• Identify and pursue opportunities to grow merchant revenue, including upsell and cross-sell of the Company's products and services.
• Represent the Company in merchant meetings, pitches and business reviews across multiple markets, in coordination with relevant regional and functional teams.
• Lead or participate in cross-functional projects and initiatives spanning multiple markets and functions, as required.
• Collaborate with internal teams, including product, engineering, payments and business development, and with external partners such as logistics providers.
• Provide merchant and market feedback to support product and service improvement.
• Perform such other duties as may be reasonably assigned by the Company from time to time.

Qualifications

• 7+ years of experience in customer success, account management, merchant operations or a comparable commercial role, preferably in e-commerce or SaaS.
• Demonstrated experience managing strategic or key merchant portfolios.
• Commercial experience in renewals, upsell or revenue growth.
• Experience working across multiple markets or regions.
• Strong command of spoken and written English.