Enterprise Success Manager

Company Description

Opportunity is not evenly distributed. Shopify puts independence within reach for anyone with a dream to start a business. Since 2006, we’ve grown to over 10,000 employees and generated over $496 billion in sales for millions of merchants in 175 countries. Every 28 seconds, an entrepreneur on Shopify makes their first sale.

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

Job Description

This Enterprise success team focuses on managing our highest profile and most innovative customers. As an Enterprise Success Manager on this team, you will develop strong relationships with your retailers, act as their strategic advisor and provide them with recommendations on how to build and implement the right tactics to move their business forward. You are the voice of the merchant within Shopify! 

Your responsibilities will include:

• Being a trusted advisor for our customers; knowing their business, competitive landscape and championing the work and business-building ideas. You are the merchant’s main day-to-day Shopify contact
• Building strong relationships with retailers and their teams; acting as an advocate for the merchant within Shopify and as an advocate for Shopify with the merchant
• Leading discovery and understanding your retailers technical infrastructure and integration needs so you can advise them on solutions as they continue to scale and grow their business 
• Actively listening to customers and continually identify opportunities that enable them to better leverage Shopify products and services
• Collaborating with other Shopify teams to recommend, plan, and coordinate, ensuring the customers has received the best possible experience across Shopify
• Obtaining merchant feedback and identifying problem areas before they become major issues
• Staying on top of your merchant’s business results, future plans and challenges
• Keeping senior managers informed of any issues affecting the overall health and retention risk related to your merchants
• Ensuring that our retailers receive the most intelligent, creative, and comprehensive guidance on growing their business - iinclude app and agency partners, technical integrations, UX performance, scalability, etc. 
• Analyzing your customer’s business needs, identify strategic partnership opportunities, and develop strategies to ensure growth, satisfaction, and retention
• Identifying trends across your customer base looking for common needs and interests in order to share information with Shopify Product and Support teams
• Conducting Quarterly Business Reviews and planning/coordinating in-person/onsite executive business reviews with multiple teams. 

Qualifications

Requirements for the role:

• Experience managing large ecommerce/retail companies
• Background in customer success or account management with a strong understanding of how to build strong relationships with merchants and stakeholders at all levels. Experience working in-house for enterprise-level retailers is welcome.
• Proven communication & presentation skills with the ability to set expectations and manage difficult conversations with c-level executives
• Strong technical and business acumen
• Experience developing big picture strategy
• Experience working with cross functional teams and managing escalations 
• Exceptional attention to detail
• Excellent collaborator and strategic problem solver
• Experience providing customer value and driving retention; you should be customer focused in all that you do
• Ability and willingness to travel

Additional Information