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 United States.

The Merchant Success Associate plays an important role in helping merchants grow, adopt best practices, and achieve long-term success. Working alongside Merchant Success Managers, this role combines proactive customer engagement with operational support and continuous improvement. You will help develop scalable programs, automations, and playbooks that enable teams to effectively support a growing merchant base. The position also involves consulting with merchants on subscription best practices, supporting renewals, and encouraging adoption of new features and resources. This is an ideal opportunity for a customer-focused professional looking to build experience in customer or merchant success without requiring prior enterprise success experience. You will work closely with a collaborative team and have a direct impact on merchant relationships, retention, and growth.

Accountabilities:

• Partner with Merchant Success Managers to develop and improve scalable programs for supporting a large and growing merchant base, including automations, playbooks, workflows, and repeatable engagement strategies.
• Conduct proactive outreach to merchants, providing consultation, guidance, and mentoring on subscription best practices while identifying opportunities to improve performance and long-term success.
• Support merchant retention and contract renewal efforts by engaging customers proactively, identifying potential risks, and helping ensure merchants understand the ongoing value of the platform.
• Assist with quality assurance activities, feature testing, and documentation reviews to help ensure new functionality and resources are accurate, useful, and effectively adopted by merchants.
• Collaborate with internal teams to identify merchant feedback, recurring challenges, and opportunities to improve customer-facing processes, product adoption, and overall merchant experience.
• Provide support for accounting and collections activities as needed, helping resolve operational issues and maintain accurate merchant accounts.
• Contribute to a customer-first culture by consistently going beyond basic support expectations and identifying ways to create meaningful value for merchants.

Requirements:

• Previous experience working with Shopify is required, with a strong understanding of the platform and familiarity with the needs and workflows of Shopify merchants.
• Customer service, customer success, account management, merchant support, or another customer-facing experience is highly valuable, although prior enterprise customer success experience is not required.
• Strong interest in building a career in customer or merchant success, with enthusiasm for developing consulting, relationship management, retention, and account-growth skills.
• A highly customer-focused mindset, with the ability to understand merchant needs, provide thoughtful guidance, and consistently look for opportunities to exceed expectations.
• Strong communication and interpersonal skills, with the ability to engage merchants proactively, explain best practices clearly, and build positive professional relationships.
• Comfortable working in a collaborative environment alongside experienced Merchant Success professionals and contributing to shared team goals.
• Strong organizational skills and attention to detail, with the ability to manage multiple merchant interactions, follow-ups, testing activities, and operational priorities.
• A proactive and solutions-oriented approach, with the initiative to identify problems, recommend improvements, and take ownership of tasks through completion.
• Eagerness to learn new technologies, processes, and subscription best practices, with the adaptability to work in a growing and evolving environment.

Benefits:

• Opportunity to build hands-on experience in merchant and customer success without requiring prior enterprise success experience.
• Direct exposure to merchant growth, retention, subscription best practices, customer engagement, and success programs.
• Opportunity to work closely with experienced Merchant Success Managers and a dynamic, collaborative professional team.
• Experience developing scalable customer programs, automations, playbooks, and operational processes.
• Exposure to quality assurance, feature testing, documentation, and product adoption initiatives.
• Opportunity to contribute directly to merchant growth and long-term customer success.
• Customer-focused environment that encourages initiative, learning, and going above and beyond for merchants.
• Professional growth opportunity for someone looking to establish or expand a career in customer or merchant success.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.