Merchant Success Manager
There are millions of e-commerce businesses around the world, and the industry is growing each year. Yet achieving profitability has never been harder. Costs are rising, it’s more tricky to acquire customers, and they have to run with lean teams. As a result, the vast majority of them guess about things like how to price their products, what discounts to offer, whether to charge for shipping, and what content they should show on the site. As a result, they leave 6-10% of potential profit on the table.
Intelligems is a profit optimization platform that helps these entrepreneurs succeed, and find all of that extra profit. The platform provides e-commerce merchants with a wide range of AB testing and personalization tools to help them understand their data, run experiments, and price dynamically. We’re taking technology that has previously only been available to the Amazons and Ubers of the world, and making it available to e-commerce stores of any size.
We have excellent traction and are working with > 200 brands and have processed more than $2B of data. We’re getting ready to head into scale mode, and are looking for someone to help establish our Merchant Success team to help our customers make the most out of this incredibly powerful platform.
We're backed by Matchstick Ventures, Vinyl Capital, Techstars, and the founders of companies like Klaviyo, Postscript, and Stedi and have raised >$4M of funding.
While we are a distributed company with the capacity to work well remotely (and have for many years), and are accepting candidates from anywhere in the US timezones.
That said, we have office hubs in Denver and New York, and would welcome applicants that are excited about spending 2-3 days in person per week.
At minimum, expect to travel 1-3 weeks per year for “in person” work weeks.
Culture & Values
As a customer-first, product-oriented company all success will be driven by the caliber of people on the team. Our core values include:
1. Put customers first
Create impact for customers and put the customers' interests above your own with honesty and transparency.
2. Be helpful
What goes around comes around. You never know where someone else is coming from, and being able to help out is a privilege. Whether it's a request from a customer, a teammate, or a partner, do your best to be prompt and generous in your support
3. Strive for excellence
Commit to being the best in the world at what you do.
4. Build and develop a diverse, world-class team
Set the highest possible standards on hiring, and devote time and energy to giving and receiving feedback.
5. Have a perspective
Everyone on the team is responsible for making us great- if you disagree with something being done, you are expected to voice this and have a discussion - regardless of your role or who is on the other side of the table (or Zoom).
We are seeking a highly motivated individual to join our team as a Merchant Success Manager. As a Merchant Success Manager, you will be responsible for helping our customers - e-commerce merchants - make the absolute most from the (very powerful) Intelligems platform.
You will be the first person in this role and have an opportunity to define what Merchant Success and Customer Success looks like at Intelligems as we continue to scale.
Report to the CEO & work directly with a portfolio of high-value brands, and helping them find as much extra profit as possible using Intelligems. You’ll use tactics like:
One-on-one meetings to understand our Merchants’ goals and help them develop a strategy to achieve them
Scheduling trainings to empower and educate our Merchants
Conducting data analysis to bring unique perspectives on how the Merchants can use Intelligems
Educating Merchants on new features
Identifying key points of each Merchants’ lifecycle and being there to answer questions
Building the processes behind this work so that we can scale it up and grow the team
Help define the core set of customer success metrics - including retention - and work directly with the CEO to set goals and own these KPIs
Knowing our products inside and out so that you can answer questions. Taking feedback from your Merchants back to the product team to help drive our roadmap
Jumping in on Sales and Customer Support processes as needed (we’re a small team and all wear many hats!)
Experience and proven track record in a Customer or Client-Facing role. Maybe you’ve already got a proven track-record in Customer Success. Maybe you’ve been in a consulting role. Maybe you’ve worked at an agency, or have done Sales before. You need to love working with customers, and recognize that spending time with them is the best way to move a company forward!
Excellent communication and problem-solving skills.
You love helping people out and can think on your feet.
You like going “in the weeds” to solve problems directly, but can also “step back” and build processes so that you can repeatedly solve that problem
You like wearing many hats
Experience in e-commerce, SaaS, or an analytics-oriented company is a plus.
Experience with data analysis in Tableau, Looker, SQL, or another BI tool is a plus
Ability to multitask, prioritize, and manage time effectively.
Competitive salary + strong benefits + real equity packages
Extremely high degree of product/tech ownership
Medical, Dental, & Vision insurance
401(k) with match program
Flexible vacation and PTO schedule
As an equal opportunity employer we strongly encourage people from underrepresented groups to apply for this role. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, national origin, sex, age, marital status, sexual orientation, gender identity, disability, political affiliation, personal appearance, pregnancy, family responsibilities, matriculation, or any other characteristic protected under federal, state, or local law.