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About Shopify
Opportunity is not evenly distributed. Shopify puts independence within reach for anyone with a dream to start a business. We propel entrepreneurs and enterprises to scale the heights of their potential. Since 2006, we’ve grown to over 8,300 employees and generated over $1 trillion in sales for millions of merchants in 175 countries.
This is life-defining work that directly impacts people’s lives as much as it transforms your own. This is putting the power of the few in the hands of the many, is a future with more voices rather than fewer, and is creating more choices instead of an elite option.
About You
Moving at our pace brings a lot of change, complexity, and ambiguity—and a little bit of chaos. Shopifolk thrive on that and are comfortable being uncomfortable. That means Shopify is not the right place for everyone.
Before you apply, consider if you can:
About the role
Shopify makes commerce simple for merchants of all shapes and sizes. We give high-growth, high-volume merchants the scalability, reliability and flexibility they need to drive revenue growth. Shopify helps power commerce for companies like Tesla, RedBull, GE, L'Oreal, Mondelez, Subway, UPS and many more. We believe all merchants should love their commerce platform and we work hard to make that happen. We are in hyper-growth, and this is where you come in.
Our Merchant Success team is responsible for driving merchant health across the segment portfolio, delivering value through strategic guidance and demonstrable return on investment to our merchants, as well as actively harvesting and developing opportunities for growth in collaboration with our commercial teams.
As the Merchant Success Lead, you will oversee a team of Merchant Success Managers responsible for enhancing merchant health, providing strategic guidance, and fostering growth opportunities in collaboration with our commercial teams. You will play a crucial role in driving engagement activities throughout the merchant lifecycle, ensuring best practices are implemented consistently, and acting as a merchant-facing leader during key interactions.
The ideal candidate must have a solid understanding of the e-Commerce landscape, tenured experience coaching, developing and owning team performance within the Customer Success discipline, and strong command of internal and external executive-level stakeholder management, and data-driven storytelling.
As an organization, we are merchants obsessed with a deep empathy for both our entrepreneurs and people. A successful candidate in this role will, therefore, also need to be ever-thoughtful about the merchant experience and the value we can deliver to our merchants, people, internal partners, and Shopify.
Your responsibilities:
Craft has always been the heart of Shopify. We’re a company, founded by crafters, focused on a mission to make commerce better for everyone. This is why we want careers at Shopify to reflect the incredible journey of getting better at your craft and applying it to push our mission forward. Shopifolk generally follow one of two career tracks.
The crafter track is designed for individual contributors, whose primary purpose is getting shit done. Crafters hone their skills and gain experience primarily through project contributions, but they may also act as player coaches to their peers or lead small, focused teams of peer crafters executing on specific areas of the business or product.
The manager track is designed for people leaders, the stewards of the organization. The tool of a manager is their team, and this is how a manager makes the majority of their impact. They assemble, lead, and aim the team to ensure the team’s crafters achieve Shopify’s mission goals.
This role is part of our Manager track.
Still interested? Great! To match you with your ideal role, we’ll take the time to get to know you and the skills you bring to the table. If you’re applying to a specific role, we’ll respond within 10 business days. If we don’t have an immediate opening, don’t worry! We’ll give you an update and keep you in mind for future roles. Just do us a favour and try not to submit more than one or two applications. Only submit additional applications if you really match the criteria for multiple roles.
Join us in our mission to empower merchants and drive success across our platform. If you are passionate about leadership, strategic thinking, and delivering value to our merchants, we want to hear from you!
Opportunity is not evenly distributed. Shopify puts independence within reach for anyone with a dream to start a business. We propel entrepreneurs and enterprises to scale the heights of their potential. Since 2006, we’ve grown to over 8,300 employees and generated over $1 trillion in sales for millions of merchants in 175 countries.
This is life-defining work that directly impacts people’s lives as much as it transforms your own. This is putting the power of the few in the hands of the many, is a future with more voices rather than fewer, and is creating more choices instead of an elite option.
About You
Moving at our pace brings a lot of change, complexity, and ambiguity—and a little bit of chaos. Shopifolk thrive on that and are comfortable being uncomfortable. That means Shopify is not the right place for everyone.
Before you apply, consider if you can:
- Care deeply about what you do and about making commerce better for everyone
- Excel by seeking professional and personal hypergrowth
- Keep up with an unrelenting pace (the week, not the quarter)
- Be resilient and resourceful in face of ambiguity and thrive on (rather than endure) change
- Bring critical thought and opinion
- Embrace differences and disagreement to get shit done and move forward
- Work digital-first for your daily work
About the role
Shopify makes commerce simple for merchants of all shapes and sizes. We give high-growth, high-volume merchants the scalability, reliability and flexibility they need to drive revenue growth. Shopify helps power commerce for companies like Tesla, RedBull, GE, L'Oreal, Mondelez, Subway, UPS and many more. We believe all merchants should love their commerce platform and we work hard to make that happen. We are in hyper-growth, and this is where you come in.
Our Merchant Success team is responsible for driving merchant health across the segment portfolio, delivering value through strategic guidance and demonstrable return on investment to our merchants, as well as actively harvesting and developing opportunities for growth in collaboration with our commercial teams.
As the Merchant Success Lead, you will oversee a team of Merchant Success Managers responsible for enhancing merchant health, providing strategic guidance, and fostering growth opportunities in collaboration with our commercial teams. You will play a crucial role in driving engagement activities throughout the merchant lifecycle, ensuring best practices are implemented consistently, and acting as a merchant-facing leader during key interactions.
The ideal candidate must have a solid understanding of the e-Commerce landscape, tenured experience coaching, developing and owning team performance within the Customer Success discipline, and strong command of internal and external executive-level stakeholder management, and data-driven storytelling.
As an organization, we are merchants obsessed with a deep empathy for both our entrepreneurs and people. A successful candidate in this role will, therefore, also need to be ever-thoughtful about the merchant experience and the value we can deliver to our merchants, people, internal partners, and Shopify.
Your responsibilities:
- Coach, mentor, develop and lead a group of Merchant Success Managers
- Guide team activity and uplevel skills to achievement against quarterly and annual targets for retention, growth and merchant health
- Prepare, manage and deliver renewal, growth, and health forecast summaries/business reviews, ensuring that success plans and playbooks are in place and on track
- Build and cultivate strong relationships with your team’s merchant portfolio, the Merchant Success organization and other cross-functional peers
- Partner with MS leadership as agents of transformation, identifying patterns within your team’s book of business and proactively surface gaps and opportunities for scale, efficiency and optimization
- Triage and serve as a point of escalation while driving rapid resolution for merchant issues while maintaining strong merchant relationships
- Passionate about people leadership with proven experience leading/hiring/building world-class Success teams.
- Strong business acumen and experience coaching Success Managers in providing strategic advice to customers.
- Technical aptitude – quick to develop a deep understanding of new software and resources needed to amplify value + revenue generation.
- Exceptional ability to develop and maintain relationships with a wide range of personalities and departments.
- Strong organizational and project management skills with the keen ability to multitask.
- Adept at navigating large complex organizations, matrixed decision-making, working with multiple stakeholders both internally and externally.
- Proven ability to analyze complex situations and develop actionable insights and tangible plans to lead a cross functional team towards key objectives.
- Demonstrate a high-degree of customer-centric thinking, behavior and track record of experience working cross-functionally between sales and support teams.
Craft has always been the heart of Shopify. We’re a company, founded by crafters, focused on a mission to make commerce better for everyone. This is why we want careers at Shopify to reflect the incredible journey of getting better at your craft and applying it to push our mission forward. Shopifolk generally follow one of two career tracks.
The crafter track is designed for individual contributors, whose primary purpose is getting shit done. Crafters hone their skills and gain experience primarily through project contributions, but they may also act as player coaches to their peers or lead small, focused teams of peer crafters executing on specific areas of the business or product.
The manager track is designed for people leaders, the stewards of the organization. The tool of a manager is their team, and this is how a manager makes the majority of their impact. They assemble, lead, and aim the team to ensure the team’s crafters achieve Shopify’s mission goals.
This role is part of our Manager track.
Still interested? Great! To match you with your ideal role, we’ll take the time to get to know you and the skills you bring to the table. If you’re applying to a specific role, we’ll respond within 10 business days. If we don’t have an immediate opening, don’t worry! We’ll give you an update and keep you in mind for future roles. Just do us a favour and try not to submit more than one or two applications. Only submit additional applications if you really match the criteria for multiple roles.
Join us in our mission to empower merchants and drive success across our platform. If you are passionate about leadership, strategic thinking, and delivering value to our merchants, we want to hear from you!
