Merchant Success Manager (Boston)

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.
• 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. 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.

Qualifications

• Must be able to commit to at least 4 days/week in person in our Boston, MA 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
• Able to problem-solver 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

Bonus points if

• You thrive when things move fast
• You have a cute pup 🐶
• You appreciate roasted veggies
• You avoid single-use plastic
• You've seen a mountain goat 🐐