Merchant Success Associate

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Merchant Success Associate based in Canada.

This role is focused on helping a large and rapidly growing portfolio of ecommerce merchants achieve success at scale.

You will build and manage “one-to-many” customer success programs that help hundreds of businesses activate, adopt, and grow with a subscription platform.

Your work will span onboarding, merchant education, product adoption, churn prevention, automation, and self-service enablement.

You will own the critical first 90 days of the merchant journey, helping customers reach value quickly and confidently.

You will also create practical content and scalable communication programs that make complex product capabilities easy to understand.

Working closely with Marketing and Product, you’ll help identify opportunities to improve both merchant outcomes and the customer experience.

This is an ideal opportunity for a highly organized, resourceful professional who thrives in fast-moving environments and enjoys building scalable processes from the ground up.

Accountabilities:

• Design and manage scalable “one-to-many” customer success programs for large cohorts of merchants.
• Plan and run onboarding and audit calls, automated email campaigns, in-app messaging, and other programs that guide merchants toward successful product adoption.
• Own the first 90 days of the merchant journey, creating a smooth onboarding experience and helping customers reach meaningful value as quickly as possible.
• Monitor merchant health metrics and proactively identify accounts showing signs of disengagement, friction, or potential churn.
• Develop scalable outreach and intervention strategies to help merchants overcome challenges and improve retention.
• Become a subject matter expert on the subscription platform and help merchants understand how to use core features to improve ROI and simplify their operations.
• Partner with Marketing and Product to create educational resources, including video tutorials, best-practice guides, how-to content, and other self-service materials.
• Build and maintain a comprehensive resource library that empowers merchants to solve common challenges independently and reduces reliance on support.
• Use automation and customer success tools to improve communication, engagement, onboarding, and ongoing merchant success at scale.
• Continuously identify opportunities to improve processes, documentation, and programs as the merchant base grows.
• Contribute to the development of new playbooks and scalable solutions in a fast-changing environment.

Requirements:

• 1-8 years of experience in Customer Success, Customer Onboarding, Sales Development, Technical Support, or a related function within a fast-paced environment.
• Experience in subscription businesses, ecommerce, SaaS, or the Shopify ecosystem is strongly preferred.
• Strong understanding of scalable customer engagement and “one-to-many” success models, with an interest in automation and lifecycle communication.
• Familiarity with customer success platforms and automation tools such as Planhat, or the ability and willingness to learn them quickly.
• Excellent written and verbal communication skills, with the ability to turn complex product concepts into clear, concise, and actionable guidance.
• Highly organized and comfortable managing a high volume of accounts, priorities, communications, and initiatives simultaneously.
• Proactive and process-driven, with strong attention to detail and a focus on consistent execution.
• Resourceful and adaptable, with the ability to identify solutions independently rather than waiting for established playbooks.
• Comfortable working in a high-growth environment where processes may need to be created, tested, and improved from scratch.
• Strong customer orientation and an ability to understand merchant challenges and translate them into practical solutions.
• Experience building or operating a Shopify store or working directly with subscription ecommerce is a plus.
• Connections within the Shopify Plus partner ecosystem are advantageous.
• Experience using the relevant subscription platform as a merchant or customer is a plus.
• Startup experience, particularly in environments requiring significant process creation and ownership, is desirable.

Benefits:

• Fully remote, remote-first working environment with the flexibility to work from wherever you are.
• Opportunity to directly influence the success of hundreds of growing ecommerce brands.
• High-impact role working with leading ecommerce and subscription businesses.
• Close collaboration with Product and Engineering teams, with opportunities to influence product development based on merchant needs.
• Opportunity to build scalable customer success programs and processes from the ground up.
• Exposure to the Shopify ecosystem and rapidly evolving subscription commerce trends.
• Opportunity to contribute to a product and customer experience built around merchant success, simplicity, ownership, and continuous improvement.
• Fast-paced and collaborative environment with significant opportunities to make a measurable impact.