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Remark · 3 months ago

Merchant Success Manager

Denver, CO

Full-time

Hybrid

Mid Level

$70K/yr - $135K/yr

3+ years exp

Remark is reshaping the e-commerce landscape by harnessing the power of AI and personalized support to solve low conversion rates in online shopping. They are seeking a Merchant Success Manager to guide e-commerce brands through onboarding and long-term growth on their platform, ensuring smooth launches, driving product adoption, and building lasting partnerships.

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Responsibilities

Onboard & Empower: Act as Remark’s primary point of contact for merchants from contract signing through launch, ensuring a smooth, efficient onboarding experience. Set merchants up for success by training their teams and building confidence in using Remark’s platform

Drive Adoption & Growth: Go beyond onboarding by guiding merchants through ongoing adoption and expansion of Remark’s solutions. Partner with them to identify opportunities to boost performance, optimize workflows, and unlock long-term growth

AI & Expert Training: Contribute to fine-tuning AI models so responses align with each merchant’s unique brand voice and product offering. Create training for Remark’s expert network, ensuring they’re equipped with the knowledge and tone needed to deliver seamless customer interactions

Strategic Partnership: Conduct regular check-ins, strategy sessions, and business reviews with merchants. Share insights, highlight opportunities, and collaborate on initiatives to improve KPIs like conversion rates, average order value, and customer retention. You’ll act as both consultant and partner in driving measurable results

Data-Driven Insights: Analyze usage data and shopping trends to uncover opportunities for merchants to get more value from Remark. Translate complex data into clear, actionable recommendations that create “aha!” moments and guide smarter decisions

Hands-On Support: Be a trusted advisor and problem solver. Address questions, troubleshoot challenges, and coordinate with internal teams to resolve issues quickly. You’ll ensure that no question goes unanswered and every problem has a solution

Voice of the Merchant: Act as the advocate for your accounts internally. Collect feedback, identify recurring themes, and share merchant priorities with the product and engineering teams to shape our roadmap and deliver features that matter most

Cross-Functional Collaboration: Partner with Sales, Marketing, Product, and Engineering to maximize merchant success. That might mean teaming up with Sales to identify expansion opportunities, working with Marketing to create a success story, or collaborating with Product to design new solutions based on merchant feedback

Qualification

Customer success experienceData analysis skillsE-commerce knowledgeCommunication skillsRelationship-building skillsProblem-solving skillsOrganizational skillsInterest in AIExcelLookerPowerBI

Required

Must be able to commit to at least 3 days/week in person in our Denver, CO office location

3+ years of experience in customer success, consulting, analytics, strategy & operations, or other data-driven roles

Strong communication and relationship-building skills, with the ability to guide merchants through onboarding and foster long-term partnerships by setting clear expectations and driving ongoing success

Highly organized and detail-oriented, able to manage multiple onboarding timelines and track progress efficiently

Ability to problem-solve and proactively address challenges, ensuring a seamless onboarding experience for brands

Experience analyzing customer data and performance metrics using tools such as Excel, Looker, PowerBI, etc. to showcase Remark's value and improve retention

Interest in AI and its applications, with a willingness to learn how to fine-tune AI models

Deep knowledge of e-commerce and online shopping trends, with a passion for helping merchants across diverse industries succeed