Account Manager

About the role

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

Benefits

• Competitive salary
• Health benefits
• Flexible schedule
• Career growth opportunities
• Collaborative team culture
• Education & learning benefits
• Generous PTO & holidays

Pay

$60,000 – $85,000 USD

Schedule

• Full-time
• Remote

Location: Remote