Merchant Success Manager

Remark • Denver, CO

104d • $70,000 - $135,000

About The Position

Remark is reshaping the e-commerce landscape by harnessing the power of AI and personalized support to solve a critical problem: the low conversion rates plaguing online shopping. Our platform connects shoppers with trained product experts, using AI to enhance every interaction and turn browsing into buying. With Remark, we're not just selling products; we're providing a seamless, personalized shopping experience that boosts revenue and builds loyalty. We're a mix of visionaries, tech enthusiasts, and, frankly, a few eccentrics who've sharpened our skills at giants like Amazon, Microsoft, and Salesforce. Now, we're channeling our collective expertise into building an environment that values curiosity, innovation, and a bit of fun along the way.

Requirements

• 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.

Nice To Haves

• 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

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.

Benefits

• Hybrid work flexibility with the opportunity to WFH 2 days/week
• Full healthcare benefits (medical, dental, vision)
• Flexible PTO (at least 15 days / year recommended)
• At least 1 company retreat annually
• $500 expense reimbursement for qualified fitness and outdoor recreation activities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 11-50 employees