Remote Senior Merchant Success Manager

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:

• 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 empowers millions of merchants from all over the world to succeed at entrepreneurship. We're with our merchants each step of the way to help them start, and scale their businesses while allowing them to sell through numerous channels.

We give high-growth, high-volume merchants the scalability, reliability and flexibility they need. Shopify Plus helps power commerce for companies like Tsuchiya Kaban, Kinto, Suntory, Kyoto Brewing, Anker, Daiso, Allbirds, and many more. We believe merchants should love their commerce platform and we work hard to make that happen.

The world needs more Shopify: if you are driven by new challenges, hustle and great growth opportunities this is the place to be! We are growing and the landscape is changing every day; this is where you come in.

Job Description

Our Merchant Success team acts as strategic account managers that deliver tailored guidance to optimize merchant business on our platform, as well as identifying opportunities for product adoption and aligning Shopify with their business goals to maximize their success. As a Merchant Success Manager, you are so much more than a traditional Account Manager. It will be essential that you are passionate about the success of our merchants, and that you leverage your role to help high-growth, high-volume merchants be successful.

To be successful in this role, you will be tasked with applying tech touch and scalable account management strategies that ensure our merchants feel supported and are made aware of all the great features and products that they have access to on Shopify Plus. You will leverage data and tooling to segment your merchants and leverage scaled outreach tactics to drive merchant engagement and achieve business KPIs. In this role, you will proactively engage with merchants to provide recommendations on how to grow with Shopify, adopt Shopify products and features, and enable cross sell. In this role you will primarily be supporting our Japanese merchants, as well as merchants across APAC.

This is a remote position available within Japan. Business level English skill and native level Japanese language proficiency required.

Your primary responsibilities include:

Drive Merchant Growth

Goal: Retain and maintain healthy merchants with growing revenue.

• Stakeholder management and record keeping: Build strong relationships with your merchants and maintain accurate information within Salesforce.
• Build a strategic relationship based on trust between Shopify and the Merchant and create success plans for your merchants
• Be prepared, actively listen and make relevant recommendations. The more trust they have with you, the more willing they are to listen to your recommendations, resulting in growing GMV
• Accurately Detect and Mitigate Risk: Use your knowledge of the merchant to determine the merchant’s risk level by evaluating risk related insights.
• Demonstrate strong Discovery: Lean into active listening when asking those deep discovery questions. Find out what’s going on not only with the merchant, but with their environment as well - this will allow you to align Shopify solutions to their business objectives
• Execute the Merchant Lifecycle through onboarding, adoption, value realisation and growth.
• Collaborating internally with a team of Merchant success managers to drive engagement and retention across our entire merchant base.
• Managing merchant escalations from our Support teams to deliver recommended solutions and guidance
• Nurturing and engaging merchants through proactive outreach, and tactics such as hosting webinars and creating email campaigns
  
  

Drive Product Usage

Goal: Find and present compelling product/partner/app adoption opportunities

• Create tailored product adoption plans
• Map Shopify product/platform solutions to merchant success objectives via Success Plans
• Obtaining merchant feedback and identifying problem areas before they become major issues
• Grow your Shopify expertise:
• Complete Product and Process Enablement regularly
• Understand how to navigate common technical scenarios. Use discovery techniques to gain understanding of the challenges merchants are facing and how Shopify’s product is positioned to alleviate the challenge(s) at hand
• Help merchants navigate the full extent of the Shopify ecosystem (including partners, strategic partnerships and apps)
  
  
  

Enable Cross-Sell

Goal: Present monetization product opportunities (cross-sell)

• Uncover Shopify opportunities: Be able to present the value proposition of products, features, services, partners, and apps that are relevant to merchants and add value to their business and customers.
• Ongoing product enablement to learn about what Shopify and our ecosystem has to offer, and then understand the products, features, services, partners, and apps well enough to make strong recommendations to merchants who are eligible in order to create opportunities.
• Collaborating with other Shopify teams to recommend, plan, and coordinate, ensuring the merchant receives the best possible experience across Shopify
  
  
  

Qualifications

Requirements

• High level English skills within speaking, writing and reading (Need to attend the meetings held, lead discussions, and write documents)
• 2-3+ years proven experience in account management/customer success in Japan and/or broader Asia Pacific region, Ideally in eCommerce or SaaS solutions
• Experience in eCommerce/EC (understanding of acquisition, conversion, retention); it is a complex ecosystem with many moving parts, and you need to communicate how they fit together
• Technical aptitude – quick to develop a deep understanding of new software and a desire to learn the Shopify platform
• Demonstrate a high-degree of customer-centric thinking, behavior and track record and experience working cross-functionally between sales, engineering, and support teams
• Strong business acumen and experience providing strategic advice to customers
• Experience providing customer value and driving retention
• Experience identifying opportunities within your customer base
• Strong communication skills, both verbal and written; with the ability to communicate at all levels within and outside the organization with the ability to set expectations and manage difficult conversations
• High level of detail and accountability in your work and recording your efforts
• Experience using Salesforce or similar CRM software
  
  

It helps to have

• Previous work with Shopify’s platform as a merchant, a partner, etc.
• Strong knowledge of Salesforce, Excel, Mode or similar CRM software and reporting business tools
• Experience with project management software such as Asana
• Experience or training in Digital Marketing (paid advertising, social media, SEO etc); you know the tactics that will drive results
• Experience in proactively identifying talking points and conducting proactive outreach to clients and extending consultative support
• A focus on product adoption and strong demoing ability are assets.
• Experience speaking at webinars or in person events
• Experience working with other Japanese EC providers and marketplaces
• Past remote work experience
• Bachelor’s Degree or equivalent experience
• Experience working within a team consisting of multi-national team members
• Effectively and efficiently reporting to a manager not residing in Japan.
• Experience managing a large number of clients and leading them to success using various tech tools, including online video conferencing systems, email, and other communication tools.
  
  
  

At Shopify, we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly make commerce better for everyone. We strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities.