Merchant Success Lead

Serve Robotics•Los Angeles, CA

About The Position

At Serve Robotics, we’re reimagining how things move in cities. Our personable sidewalk robot is our vision for the future. It’s designed to take deliveries away from congested streets, make deliveries available to more people, and benefit local businesses. The Serve fleet has been delighting merchants, customers, and pedestrians along the way in Los Angeles, Miami, Dallas, Atlanta and Chicago while doing commercial deliveries. We’re looking for talented individuals who will grow robotic deliveries from surprising novelty to efficient ubiquity. Who We Are We are tech industry veterans in software, hardware, and design who are pooling our skills to build the future we want to live in. We are solving real-world problems leveraging robotics, machine learning and computer vision, among other disciplines, with a mindful eye towards the end-to-end user experience. Our team is agile, diverse, and driven. We believe that the best way to solve complicated dynamic problems is collaboratively and respectfully. The Merchant Success Lead owns the health, reliability, and growth of Serve’s merchant portfolio across third-party delivery platforms such as Uber and DoorDash. This role is accountable for merchant performance outcomes and defines the strategy, processes, and standards that drive retention, satisfaction, and order volume at scale. The Merchant Success Lead partners cross-functionally with Business Development, Operations, Product, and platform partners to solve systemic issues, influence roadmap decisions, and build scalable solutions that strengthen merchant performance and long-term partnerships.

Requirements

8+ years of experience in merchant success, account management, partnerships, operations, or related roles
Experience working with marketplace platforms, delivery platforms, or partner ecosystems
Demonstrated ability to manage complex stakeholder relationships and resolve operational challenges
Strong analytical skills with the ability to interpret performance metrics and identify business insights
Excellent communication and relationship management skills with the ability to engage internal and external partners
Experience using CRM or support platforms such as HubSpot, Zendesk, or similar tools
Ability to manage multiple priorities in a fast-paced environment
Ability to travel up to 25% for merchant meetings, field visits, and partner engagements

Nice To Haves

Experience working in last-mile delivery, food tech, logistics, or marketplace environments
Experience supporting merchant or partner success programs at high-growth startups or scale-ups
Demonstrated experience building operational playbooks, SOPs, or partner enablement programs
Experience collaborating directly with platform account teams such as Uber, DoorDash, or similar marketplaces
Experience working cross-functionally with product and engineering teams to improve partner-facing tools or processes

Responsibilities

Own end-to-end performance of Serve’s merchant portfolio, with accountability for merchant health, retention, reliability, and revenue growth across all supported delivery platforms
Lead the full merchant lifecycle strategy including onboarding, activation, engagement, and renewal, ensuring merchants successfully adopt and scale Serve’s delivery capabilities
Act as the primary point of contact for high-value and strategic merchants, building executive-level relationships and managing complex escalations with a focus on long-term solutions
Identify and resolve systemic issues impacting merchant performance, partnering with Operations, Product, Support, and Engineering to implement scalable fixes rather than one-off solutions
Translate merchant insights and performance data into actionable recommendations, influencing product, operational, and partnership decisions
Drive performance reviews and growth planning with key merchants, using data to identify opportunities to increase order volume, engagement, and retention
Own cross-platform coordination with partners such as Uber and DoorDash, aligning on merchant initiatives, resolving escalations, and advancing joint programs
Define and scale merchant success playbooks and operating standards, including onboarding, support, promotions, and issue resolution, to improve consistency and efficiency
Monitor and analyze portfolio-level performance trends, proactively identifying risks and opportunities and driving action across stakeholders
Lead strategic initiatives such as new market launches, platform integrations, and growth programs that expand and strengthen Serve’s merchant network
Mentor and elevate Partnership Managers and Associate Partnership Managers, providing guidance, sharing best practices, and improving team performance