Shoplift: Merchant Success and Retention Senior Manager
Loeb.nyc, United States
Job Description
Shoplift is a new, venture-backed startup building software that helps Shopify merchants make more money by improving their site without a designer or developer. With contextually intelligent recommendations based on millions of data points, as well as Shoplift's proprietary template engine that creates page components using the merchant's existing existing brand assets, merchants can use Shoplift's page-building and A/B testing tools to test and deploy new versions of their pages. With each test and improvement, merchants can significantly change the growth trajectory of their business. Pretty cool, right?
We're building our founding team and need a rockstar who can manage our merchant community. That means helping build community channels, conducting user interviews, leading lifecycle initiatives and responding to support tickets. You'll also be working closely with the marketing team to help make sure our messaging is resonant, as well as with the product team to advocate for new features that merchants want.
This is a rare opportunity to take the reins and leap forward in your career. We're looking for someone who is ambitious, scrappy, has a growth mindset, and wants to win. We're looking for someone who is passionate about solving problems, attentive to detail, and a charming relationship-builder.
If that sounds like you, we'd love to talk. Here's a little more about the role:
Sound like you? Here are the details:
Responsibilities
- Report Directly to CEO as leader of all merchant success and lifecycle initiatives
- Develop and manage a Merchant Success Plan to ensure successful onboarding and retention of merchants.
- Measure and analyze key merchant success goals and KPIs, in order to continuously improve Merchant Success Plan: Analyze key merchant success metrics such as usage, sessions and overall engagement for key accounts to effectively manage retention and revenue optimization goals.
- Develop merchant satisfaction feedback loop and plan for regularly relaying results and improving upon results that will drive increased engagement and retention.
- Work with CEO to analyze retention metrics by acquisition cohort, marketing channel, other distinguishing factors
- Develop and manage weekly merchant health reports and monthly retention deep-dives, as well as monthly product deep dives on feature usage, recommend strategies to increase usage/adoption
- Manage all inbound communications through one centralized ticketing system and help create standardized responses based on inquiry type
- Manage all merchant support and troubleshooting, escalating to Product team when necessary to resolve technical issues
- Help key accounts plan and understand the best ways to use Shoplift based on the merchant’s business needs or business plans.
- Work closely with Marketing team to relay insights to improve messaging, recommend campaigns
- Work closely with Product team to drive product feedback loop (Document, route and track feature requests, and provide client with progress updates)
- Work closely with marketing team to develop and manage Lifecycle initiatives, such as email campaigns, promotions and more
- Work with creative team to strategize and deploy content for organic social
Requirements
Requirements
- 3-5 years relevant experience in a client-facing area, preferably at a SaaS company. For example, Onboarding, Customer Success, Implementations or Project Management
- Basic understanding of Shopify, e-commerce platforms, and sales/marketing ecosystem in general
- Experience using a centralized ticketing system and content management system like Zendesk, Hubspot, Intercom
Personality
- Ambitious, driven, wants to get better, wants to win.
- People-person. Charming and charismatic. Excels at nurturing relationships and empathizing with others.
- Attentive to detail
- Proactive self-starter, problem-solver who doesn’t need micro-managing
- Wants to be a part of a fast-growing company (and all the highs and lows that come with it)
Benefits
What We Offer
- Competitive compensation that includes equity options
- Flexible remote work policy
- Daily Seamless stipend (when in-office)
- Generous time off policy to balance your work and life, including paid parental leave
- Competitive medical, dental, and vision coverage for you and your dependents