Merchant Success Manager

Who you are

You have 5 to 20 years of experience in a customer-facing role, ideally within e-commerce or subscription services — you've developed a deep understanding of what drives merchant success and how to leverage technology to achieve it. Your strategic mindset allows you to partner effectively with C-suite executives and other stakeholders, guiding them through complex challenges and opportunities in the subscription landscape.

You are a master communicator, capable of articulating complex ideas simply and effectively — your ability to build relationships with key decision-makers is one of your greatest assets. You thrive in a remote-first culture, where you can collaborate with diverse teams across the globe, ensuring that you remain connected and engaged with your colleagues and clients alike.

Your analytical skills are top-notch, allowing you to assess the financial health of your portfolio and identify growth opportunities — you understand the metrics that matter and can translate data into actionable insights. You are also a proactive problem-solver, ready to tackle escalated issues and drive comprehensive solutions alongside internal teams.

You are passionate about the subscription model and have a keen interest in the Shopify ecosystem — you understand how various tools and platforms fit together to create a seamless experience for merchants. Your commitment to continuous learning and improvement aligns with Skio's values of being Merchant Obsessed and assuming positive intent.

Desirable

Experience in a similar role within a SaaS company or a strong background in e-commerce would be beneficial — familiarity with subscription models and loyalty strategies will set you apart. A proven track record of driving customer success and retention will be highly regarded.

What you'll do

In this role, you will take ownership of the financial health and strategic direction of a dedicated portfolio of managed brands — your success will be directly tied to the growth and retention of these key accounts. You will act as a subscription consultant, advising leadership on best practices for subscription funnels, loyalty programs, and churn mitigation strategies, leveraging Skio's latest innovations to provide value.

You will serve as the strategic voice of your managed merchants internally, collaborating closely with Product, Engineering, and other departments to influence the future of the Skio roadmap — your insights will help shape product development and ensure that merchant needs are met effectively.

As the ultimate escalation point for complex strategic or technical hurdles, you will drive fast and comprehensive solutions, working alongside brilliant internal teams to resolve issues and enhance the merchant experience. Your big-picture thinking will help merchants see how Skio fits into their entire tech stack, driving long-term success and satisfaction.

What we offer

Skio offers a remote-first culture that allows you to do world-class work from wherever you are — with no commute and no borders, you can focus on delivering high-impact results. You will join a growing team that values radical ownership and simplicity, ensuring that you have the support and resources needed to succeed in your role. We encourage you to apply even if your experience doesn't match every requirement, as we believe in the potential of diverse backgrounds and perspectives to drive innovation and success.