Merchant Success Team Lead

Shopify’s mission is to make commerce better for everyone. From building a new product feature for our commerce platform, to helping a merchant troubleshoot an issue over the phone, we want to empower our ecosystem through our work.

Having a unified vision, a north star, is vitally important to ensure that we are all headed in the same direction. No matter the size or experience, we want to power every merchant’s experience. This is why we’re all here.

Shopify Plus makes enterprise commerce simple. We give high-growth, high-volume merchants the scalability, reliability and flexibility they need. Shopify Plus helps power commerce for companies like Tesla, RedBull, GE, L'Oreal, Mondelez, Kanye West, Subway, UPS and many more. We believe large merchants should love their commerce platform and we work hard to make that happen. We are in hyper-growth, and this is where you come in.

Our Merchant Success team acts as strategic advisors for all our Plus merchants. As a lead of this team it will be essential that you are passionate about the success of our merchants. You will need to understand and communicate the value and mission of Merchant Success and work with fellow leads to drive results and develop the team.

The merchant experience is at the heart of everything we do and as a Merchant Success Lead you will be directly responsible for a team of 8-12 Success Managers working as partners to our merchants. You will be in charge of owning your team’s development, growth and performance. The ideal candidate will have a solid understanding how to manage and direct a team’s day-to-day, as well as facilitating and fuelling your direct reports personal growth.

Your responsibilities: 

• Lead a high impact merchant facing team to drive deep engagement, value and service
• Motivate the team to renew and retain merchants, meeting or exceeding targets
• Engage in regular business reviews to promote adoption and increase growth
• Drive rapid resolution for issues/escalations and maintain high CSAT and NPS scores
• Support the development of strategic merchant partnerships and build a loyal base that actively advocates for Shopify Plus
• Serve as cross-functional leader across Shopify Plus – to ensure a unified, seamless merchant experience
• Develop, coach and mentor the team to enable them to excel at their jobs
• Identify areas of improvement and make recommendations based on data, analytics and best practices

It would be great if you also had experience: 

• Passionate about leadership with proven experience leading teams 
• Strong business acumen and experience providing strategic advice to customers 
• Exceptional ability to develop and maintain relationships with wide range of personalities
• Strong organizational and project management skills
• Technical aptitude – quick to develop a deep understanding of new software
• 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 action plans to lead a cross functional team to the key objectives
• Demonstrate a high-degree of customer-centric thinking, behaviour and track record and experience working cross-functionally between sales and support teams

Shopify is now permanently remote, and working towards a future that is digital by default. Learn more about what this can mean for you.

Our belief is that a strong commitment to diversity & inclusion enables us to truly make commerce better for everyone. We encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities. Please take a look at our Sustainability Reports to learn more about Shopify’s commitments to our communities, and our planet.

At Shopify, we understand that experience comes in many forms. We’re dedicated to adding new perspectives to the team - so if your experience is this close to what we’re looking for, please consider applying.

We know that applying to a new role takes a lot of work and we truly value your time. Sarah is looking forward to reading your application. This posting will close on October 22, 2021 at 11:59pm EST.