Client Success Manager

Regional Merchant Success Manager

As a Regional Merchant Success Manager (MSM), you will play a critical role in supporting and growing client's SMB grocery partners. You will manage a focused book of approximately 75 merchants, building long-term relationships and helping grocery owners improve their performance on the platform. Through consistent outbound calls, email outreach, and data-driven conversations, you will guide merchants on how to increase visibility, optimize their listings, adopt client's products, and ultimately grow their revenue. You'll be accountable for inbound management, strategic merchant calls, QBR delivery (where relevant), and results tied to revenue, operational metrics, ads/promo adoption and other similar products. This role is ideal for someone who enjoys fast-paced, high-volume merchant engagement, uses data to drive decisions, and feels energized by work that blends sales, account management, and portfolio-level strategy.

Responsibilities:

• Communicate with merchants by phone and email on an ongoing basis to monitor performance, surface risks, and proactively support progress toward their goals.
• Deliver and present quarterly business reviews ("QBR") that review a brand's partnership with client's, pinpointing success, highlighting areas for revenue optimizations, and planning for areas of opportunity and growth.
• Reduce churn, while identifying and supporting new store expansions.
• Collaborate with internal growth teams to identify the best products to pitch to merchants.
• Persist through slower periods or skeptical merchants — testing new approaches, refining talk tracks, and maintaining consistent activity even when results lag.

Requirements:

• 1-2+ years of experience in client-facing sales roles, increasing customer satisfaction, retention, and product adoption.
• 1-2+ years of experience in business operations or related setting.
• Experience in outbound sales and/or account management where you directly owned a book of accounts, managed prioritization, and were accountable for retention and growth.
• Experience using Salesforce or similar CRM tools.
• Experience using Google Sheets or Microsoft Excel (can maintain complex spreadsheets), on an intermediate to proficient level.
• Demonstrate empathy with customer needs and adapt to meet their unique goals.
• Bring strong AI fluency, or a clear eagerness to build it, and use new tools to improve efficiency, output, and impact—while knowing when human judgment and connection matter most.