Tech Stack

Description

You will own a book of 40-60 growth-stage merchants, driving retention and product adoption through proactive risk management and strategic business reviews. Partner with Sales to support renewals and expansions, and act as a trusted guide through technical product issues.

Requirements

• Experience managing a book of business with retention and product adoption accountability in SaaS (eCommerce/Shopify preferred)
• Demonstrated technical aptitude to learn product behavior, integrations, or APIs and explain concepts to customers
• Comfort using data tools like Salesforce or Looker to assess customer health
• Ability to balance empathy with strong judgment in customer interactions
• Confidence collaborating cross-functionally with Sales, Product, Support, and Implementations

Responsibilities

• Manage a book of 40-60 growth-stage merchants, driving retention through proactive risk management and advocacy
• Understand each merchant's business goals, technical setup, and success metrics to drive feature adoption
• Lead regular business reviews and success planning aligning goals with measurable outcomes
• Partner with Sales to support renewals, expansions, and upsells through account planning
• Use data and customer health signals to prioritize work, identify risk, and uncover growth opportunities