Account Manager

Usemech; United States; Hybrid; USD 70,000 - 100,000; Full time

Job summary

Mech is seeking a mid-level Account Manager to own relationships with our growing merchant base and to drive new merchant acquisition through demos and outreach. You will be the main point of contact for merchants after onboarding, ensuring they get maximum value from the platform, expanding usage, and converting prospective brands into long‑term customers.

You will manage a book of existing Mech merchants, conduct product demos, and guide them through the sales process.

Qualifications

• 3+ years in account management or a closing sales role at a SaaS company.
• Experience with ecommerce brands or Shopify merchants preferred.
• Proven ability to hit retention and expansion targets.

Responsibilities

• Own relationships with existing Mech merchants post-onboarding.
• Conduct product demos and guide merchants through the sales process.
• Drive retention, expansion, and upsell within your merchant portfolio.
• Proactively review platform usage and growth opportunities with merchants.
• Relay merchant feedback to the product team and capture feature requests.
• Maintain accurate records in the CRM and represent Mech professionally.

Skills

Account management

Customer Success

Relationship-building

Communication

Tools

HubSpot

Salesforce

Job description

We are looking for a mid-level Account Manager to own relationships with Mech's growing merchant base while also driving new merchant acquisition through demos and outreach. You will be the main point of contact for merchants after onboarding, ensuring they get maximum value from the platform, expanding their usage, and converting prospective brands into long-term customers.

Responsibilities

• Manage a book of existing Mech merchants, serving as their primary point of contact post-onboarding
• Conduct product demos for prospective merchants and guide them through the sales process
• Drive retention, expansion, and upsell opportunities within your merchant portfolio
• Proactively reach out to merchants to review platform usage, share best practices, and identify growth opportunities
• Collaborate with the product team to relay merchant feedback and feature requests
• Assist merchants in getting the most out of Mech features including Live Chat, AI Agents, Self-Service Portal, and Shopify integrations
• Monitor merchant health metrics and identify at‑risk accounts before churn occurs
• Maintain accurate records of merchant interactions and pipeline activity in the CRM
• Represent Mech professionally in all merchant‑facing communications

Requirements

• 3+ years of experience in account management, customer success, or a closing sales role at a SaaS company
• Experience working with ecommerce brands or Shopify merchants strongly preferred
• Proven track record of meeting or exceeding retention and expansion targets
• Familiarity with the Shopify platform: understanding of how Shopify stores operate, common merchant pain points, and the app ecosystem
• Strong communication and relationship‑building skills with the ability to engage merchants at all levels
• Comfortable running product demos and handling objections in a consultative sales environment
• Self‑motivated and organized, able to manage a large book of business independently in a remote environment
• Experience with CRM tools such as HubSpot or Salesforce

Nice to Have

• Experience at a Shopify app company, ecommerce platform, or helpdesk/CX SaaS tool
• Knowledge of customer support workflows, helpdesk platforms, or live chat tools
• Experience with self‑service or AI‑powered support tools