Merchant Success Manager

Onward; United States; Remote; USD 120,000 - 300,000; Full time

Job summary

Join a fast-growing startup as a key member of the Merchant Success team, where you'll support partnerships and account management. Your role involves driving product adoption, enabling upsells, and creating efficient processes. This fully remote position offers competitive compensation, generous vacation time, and opportunities for personal development.

Benefits

Training and coaching reimbursements

Competitive compensation structure

Generous vacation time

Fun quarterly off-sites

Qualifications

• Excellent communication and relationship skills.
• Ability to manage difficult tradeoffs.
• Prioritize, plan and onboard partners.

Responsibilities

• Support partnerships and account management.
• Create tailored product adoption plans.
• Develop and implement efficient processes.

Skills

Communication

Relationship Management

Problem Solving

Job description

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Our Merchant Success team acts as strategic advisors for all our merchants. Your primary function will be supporting partnerships and account management. You will educate and upsell existing merchants on our feature-set and provide recommendations on how to optimize their Onward experience through strategic relationships built on trust.

Drive Product & Profit - Find and present compelling merchant adoption opportunities

• Create tailored product adoption plans
• Map Onward solutions to merchant success objectives and metrics
• Ensure profitability targets are hit on a per merchant basis and portfolio basis
• Seek merchant feedback and identifying problem areas before they become major issues
• Help merchants navigate the full extent of the Onward ecosystem

Enable UpSells - Present new monetization and product opportunities

• Establish Processes: You'll develop and implement efficient processes and playbooks to enhance the effectiveness of the Merchant Success organization.
• Uncover opportunities: Be able to present the value proposition of products, features, services, partners, and apps that are relevant to merchants and add value.
• Ongoing product enablement: Understand our products, features, services, partners, and apps well enough to make strong recommendations to merchants
• Collaborating with other Onward teams to recommend, plan, and coordinate, ensuring the merchant receives the best possible experience across Shopify

Create the playbook - Define and prioritize process related to account management

• Creating the playbook, managing onboarding, daily account check-ins, developing weekly planning, and leading strategic account scoping sessions and retrospectives
• QA all shops before going live.
• Analyze results of launches internally and with merchants
• Create case studies based on success stories

About Onward

Onward delivers incredible customer experiences for modern brands with SaaS-free software. We enable consumers to upgrade their order to a world-class post-purchase experience.

Starting a brand has never been easier, but running it profitably has never been harder. That’s why we’re on a mission to improve the customer’s purchase experience and your bottomline.

Trusted by top brands like Faherty, Equinox, Public Rec, TRUFF, Kane Footwear, Birchbox, G Fuel, OpenStore, Create Wellness, and many more - we have innovated the model from the ground up.

About you

• You take ownership.
• You prioritize the mission over the individual.
• You care deeply about your personal development.
• You have high expectations of yourself and those around you.
• You thrive in environments of change, complexity, and ambiguity—and a little bit of chaos.
• You take an iterative approach to problem solving and are resilient in the face of challenge.

Initial Measurements of Success

As part of a fast-growing startup, your role will be unstructured and may shift day-to-day and sometimes hour-by-hour. In addition to the above, you'll work closely with the CEO to perform any and all tasks needed to drive the business forward. You will learn what it takes to launch, build, and grow a startup from the ground up efficiently and effectively. No task will be too big or too small. You may need to do anything from responding to CS tickets to presenting at a conference on the company's behalf.

• Excellent communication and relationship skills with ability to engage, influence and inspire merchants to drive teamwork and deliver results.
• Ability to manage difficult tradeoffs such as long-term product vision and short-term growth requirements.
• Gain knowledge of the overall product and shadow the partnerships team to see how they interact with the merchant. Document processes and make suggested improvements.
• Prioritize, plan and onboard 2-3 partners. This includes setting up the partner store, demoing for the partner CX teams, and executing all onboarding steps.
• Interview and interact with all relevant internal stakeholders and product team.

Onward Setup

• Fully remote position. Work wherever you want.
• Training and coaching reimbursements.
• Competitive compensation structure.
• Generous vacation time.
• Fun quarterly off-sites.
• Learn with the best.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Sales and Business Development

• Industries

  Technology, Information and Internet

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