About the Role
Lead the Merchant Success function from onboarding to growth, building processes and teams that drive platform adoption, retention, and revenue. Shape scalable systems, guide merchants to value, and collaborate across teams to improve outcomes in a fast-moving environment.
Responsibilities
- Establish and lead the Merchant Success function, covering onboarding, activation, retention, and long-term growth.
- Take full ownership of the Merchant Success lifecycle, ensuring consistent value delivery for merchants.
- Develop operational frameworks, playbooks, and routines to accelerate merchant time-to-value.
- Lead and grow a high-performing Merchant Success team with a focus on accountability, speed, and quality.
- Ensure seamless onboarding, platform adoption, and sustained merchant growth over time.
- Design scalable structures to reduce reliance on founders and leadership in daily operations.
- Manage merchant relationships from initial onboarding through activation and ongoing success.
- Guide merchants in effectively using the platform to achieve measurable outcomes.
- Proactively engage merchants to address gaps, follow up on next steps, and identify opportunities.
- Identify and act on ways to improve retention, platform usage, and revenue growth.
- Use data and performance insights to inform merchant interactions and improve results.
- Collaborate with Operations, Product, and Commercial teams to enhance the merchant journey and remove friction.
Requirements
- Proven experience in Merchant Success, Customer Success, Account Management, or Growth within a fast-paced environment.
- Skilled in creating structure, coaching teams, and driving accountability.
- Capable of leading both strategic planning and hands-on execution.
- Possesses a commercial mindset focused on activation, retention, and revenue growth.
- Able to identify and act on opportunities to increase merchant value over time.
- Data-driven with experience using performance metrics to guide decisions and actions.
- Has a builder mentality, comfortable creating teams, processes, and systems from scratch.
- Excels at bringing clarity to ambiguous or disorganized situations.
- Takes initiative and drives progress without waiting for direction.
Nice to Have
- Experience in hospitality, e-commerce, SaaS, or marketplace businesses.
- Prior leadership experience with onboarding or retention teams.
- Familiarity with tools such as HubSpot, Stripe, or Shopify.
Benefits
- Competitive salary that evolves as the company grows.
- Opportunity to shape the future direction and identity of the company.
- Flexible work approach, with a primarily on-site setup allowing for flexibility when needed.
- Join a team of passionate food and tech enthusiasts solving meaningful challenges.
- Make a significant impact on a mission transforming how food and beverage creators succeed.
Compensation
Competitive Salary - you’ll grow with us.
Work Arrangement
Primarily on-site with flexibility when appropriate.
Team
Work alongside a passionate group of food and technology professionals focused on solving large-scale problems in the food and beverage industry.
Additional Information
- The hiring process begins with a 15-minute introductory call.
- Followed by a 60-minute interview to assess fit and experience.
- Candidates will complete a case study as part of the evaluation.
- Final stage includes a conversation with one of the founders.
