Merchant Success Manager, Enterprise
Own enterprise merchant relationships in APAC, driving retention, renewals, expansion, product adoption, and executive engagement. The role requires several years of enterprise customer success or account management experience in complex B2B SaaS, ideally within ecommerce or commerce technology.
About the job
Responsibilities
- Own revenue retention, renewals, and expansion across an enterprise merchant portfolio.
- Identify growth opportunities while mitigating churn and contraction risk.
- Build trusted relationships with executive stakeholders and serve as a strategic partner.
- Lead Quarterly Business Reviews, executive business reviews, and other strategic engagements.
- Drive product adoption, successful implementation of new capabilities, feature utilization, and ongoing platform value.
- Partner with Sales on cross-sell and upsell opportunities and commercial conversations.
- Collaborate cross-functionally with Sales, Onboarding, Finance, Product, Engineering, Marketing, and Executive Leadership.
- Partner with Product and Engineering to troubleshoot complex merchant issues and resolve technical challenges.
- Represent customer feedback in product strategy and roadmap priorities.
Requirements
- Several years of enterprise customer success, merchant success, or account management experience supporting complex B2B SaaS customers.
- Experience in ecommerce or commerce technology is advantageous.
- Proven success owning enterprise renewals and achieving or exceeding retention and expansion targets.
- Experience managing commercial conversations with executive stakeholders.
- Experience developing and closing growth opportunities within existing customer accounts.
- Demonstrated ability to build trusted executive relationships and act as a strategic advisor.
- Experience working cross-functionally to deliver strong customer experiences and solve complex business challenges.
- Experience troubleshooting technical customer issues with Product and Engineering teams.
- Strong analytical skills, including use of data, spreadsheets, and customer insights.
- Excellent communication and stakeholder-influencing skills.
- Curiosity and a continuous improvement mindset.
- Experience using modern tools and AI to improve efficiency and customer service.
Skills
B2B SaaS, Ecommerce, Customer Success, Account Management, Renewals, Revenue Retention, Upselling, Cross-Selling, Product Adoption, Quarterly Business Reviews, Data Analysis, Spreadsheets, Artificial Intelligence
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