Remote Frontend Jobs

About the role

Our Merchant Success team is responsible for driving merchant health across the segment portfolio, delivering value through strategic guidance and demonstrable return on investment to our merchants, as well as actively harvesting and developing opportunities for growth in collaboration with our commercial teams.

As the Manager, Merchant Success, you will oversee a team of Merchant Success Managers responsible for enhancing merchant health, providing strategic guidance, and fostering growth opportunities in collaboration with our commercial teams. You will play a crucial role in driving engagement activities throughout the merchant lifecycle, ensuring best practices are implemented consistently, and acting as a merchant-facing leader during key interactions.

The ideal candidate must have a solid understanding of the e-Commerce landscape, tenured experience coaching, developing and owning team performance within the Customer Success discipline, and strong command of internal and external executive-level stakeholder management, and data-driven storytelling.

As an organization, we are merchants obsessed with a deep empathy for both our entrepreneurs and people. A successful candidate in this role will, therefore, also need to be ever-thoughtful about the merchant experience and the value we can deliver to our merchants, people, internal partners, and Shopify.

Your responsibilities:

• Coach, mentor, develop and lead a group of Merchant Success Managers
• Guide team activity and uplevel skills to achievement against quarterly and annual targets for retention, growth and merchant health
• Prepare, manage and deliver renewal, growth, and health forecast summaries/business reviews, ensuring that success plans and playbooks are in place and on track
• Build and cultivate strong relationships with your team's merchant portfolio, the Merchant Success organization and other cross-functional peers
• Partner with MS leadership as agents of transformation, identifying patterns within your team's book of business and proactively surface gaps and opportunities for scale, efficiency and optimization
• Triage and serve as a point of escalation while driving rapid resolution for merchant issues while maintaining strong merchant relationships

Qualifications:

• Passionate about people leadership with proven experience leading/hiring/building world-class Success teams.
• Strong business acumen and experience coaching Success Managers in providing strategic advice to customers.
• Technical aptitude - quick to develop a deep understanding of new software and resources needed to amplify value + revenue generation.
• Exceptional ability to develop and maintain relationships with a wide range of personalities and departments.
• Strong organizational and project management skills with the keen ability to multitask.
• Adept at navigating large complex organizations, matrixed decision-making, working with multiple stakeholders both internally and externally.
• Proven ability to analyze complex situations and develop actionable insights and tangible plans to lead a cross functional team towards key objectives.
• Demonstrate a high-degree of customer-centric thinking, behavior and track record of experience working cross-functionally between sales and support teams.

About Shopify

Opportunity is not evenly distributed. Shopify puts independence within reach for anyone with a dream to start a business. We propel entrepreneurs and enterprises to scale the heights of their potential. Since 2006, we've grown to over 8,300 employees and generated over $1 trillion in sales for millions of merchants in 175 countries.

This is life-defining work that directly impacts people's lives as much as it transforms your own. This is putting the power of the few in the hands of the many, is a future with more voices rather than fewer, and is creating more choices instead of an elite option.

About you

Moving at our pace brings a lot of change, complexity, and ambiguity-and a little bit of chaos. Shopifolk thrive on that and are comfortable being uncomfortable. That means Shopify is not the right place for everyone.

Before you apply, consider if you can:

• Care deeply about what you do and about making commerce better for everyone
• Excel by seeking professional and personal hypergrowth
• Keep up with an unrelenting pace (the week, not the quarter)
• Be resilient and resourceful in face of ambiguity and thrive on (rather than endure) change
• Bring critical thought and opinion
• Use AI tools reflexively as part of your fundamental workflow
• Embrace differences and disagreement to get shit done and move forward
• Work digital-first for your daily work

Summary
Company name: Shopify
Remote job title: Manager, Merchant Success
Job tags: Marchant Manager, Leadership, Technical Aptitude, Merchant Lifecycle, Customer Success