Merchant Success Manager

Summary

Join Skio, a company helping Shopify brands sell subscriptions, as their Merchant Success Manager. You will be the go-to expert for merchants, guiding them through subscription strategies and maximizing their use of the Skio platform. This role requires strong communication, technical aptitude, and a customer-centric mindset. You will build relationships, provide strategic guidance, troubleshoot issues, and collaborate with internal teams. The position offers a remote work option and the chance to make a real impact on the future of subscriptions. Skio values a passionate and driven team, embodying values like Merchant Obsession and Radical Ownership.

Requirements

• Possess several years of experience in e-commerce, whether through owning an online store, working within the e-commerce ecosystem, or as an e-commerce merchant
• Maintain a customer-centric mindset, prioritizing merchant success and needs
• Exhibit strong communication skills, capable of explaining complex concepts clearly, having difficult conversations, and building rapport with various stakeholders
• Demonstrate technical aptitude, comfort with technology, and a willingness to learn Skio and Shopify
• Possess a growth mindset, continually seeking personal and professional improvement
• Show genuine passion for e-commerce, understanding its challenges and opportunities

Responsibilities

• Build strong relationships with merchants, becoming their trusted advisor and Skio champion
• Provide strategic guidance to merchants, helping them develop effective subscription strategies and sharing industry best practices
• Drive product adoption by ensuring merchants utilize Skio to its full potential, maximizing their ROI
• Troubleshoot issues, identify solutions, and collaborate with the Support team to resolve merchant problems
• Become a Skio expert, guiding merchants through the platform and leveraging the Shopify ecosystem
• Collaborate with internal teams (support, engineering, product) to advocate for merchants and ensure their needs are met
• Demonstrate a comprehensive understanding of e-commerce best practices and the overall landscape, helping merchants understand the bigger picture
• Thrive in a fast-paced environment, adapting to changing expectations and navigating complexity

Preferred Qualifications

• Have a passion for building your own Shopify store or assisting friends with theirs
• Possess experience in customer success or a similar role
• Have experience with subscriptions
• Have experience as a merchant or user of Skio
• Be able to work in the West Coast North America timezone (PST or similar) or European timezone (GMT or similar)

Benefits

• Make a real impact by shaping the future of subscriptions and empowering merchants
• Be part of a passionate and driven team building something special
• Live Skio's values: Merchant Obsessed, Simplicity First, Praising Change, Radical Ownership, Assuming Positive Intent
• Work remotely from your preferred location