Head of Merchant Success - remote

Booster Apps 🚀

Posted 3 years ago

Shopify Saas Product Lead Ecommerce Distributed Requirements Boost Analytical Software Customer Build Core Next Culture

👋 Howdy,

Stuart here, founder of Booster Apps. We’re on a mission to propel the eCommerce economy to new heights. From established online shops to traditional, brick and mortar stores, we’ve helped 700,000+ Shopify merchants generate over $2 billion in additional sales—and we’re just getting started! 🚀

But we couldn’t have gotten to where we are today without the 700k+ merchants that have trusted our apps, guidance, and support to grow—which is why we are looking to hire a Head of Merchant Success to continue to scale and lead our merchant-centric focus.

Our team has been fully distributed from day one, and we encourage anyone, anywhere to apply!

What will you be responsible for?

Define the overarching strategy to continuously improve the merchant experience from initial onboarding to ongoing guidance and support.
Oversee day-to-day operations with our existing Tier 1 and Tier 2 support teams to ensure they continue to deliver exceptional experiences.
Build a strong culture of merchant success that is centered around helping merchants boost their online sales.
Collaborate with cross-functional teams (product, engineering, marketing, etc.) as an advocate for our merchants’ needs and the markets' needs at large.
Track and take ownership of key metrics that determine merchant success such as support response times, onboarding engagement, satisfaction ratings, customer churn, and more.

Requirements:

5+ years of SaaS experience in customer-facing roles. We’ll want to hear about your experiences on the front lines managing difficult customer service or success situations.
3+ years experience managing a customer-facing team. We’ll want to hear about your ability to effectively teach and mentor team members to operate at the next level and implement growth initiatives that have positively impacted a company’s trajectory.
Be tech-savvy and able to efficiently communicate technical subject matter in a way that the non-technical masses will understand and appreciate.
Have an entrepreneurial, self-motivating attitude with plenty of grit, analytical prowess, and resourcefulness to get 💩 done.
Be empathetic and enthusiastic about solving problems and helping others!

Nice to have, but not required:

eCommerce experience
Shopify experience

❤️ Things we love:

Living by our GAINS core values of Growth Mindset, Analyze Before Assuming, Iterate &Improve, Nurture Relationships, and Scrappy. Learn more here.
Helping over 650,000 Shopify merchants who have installed our software
Having a stress free work environment!

🤮 Things we avoid:

Micro-managing
Egos
Drama

Does this sound like you would be a good fit? Please complete the application form and we'll be in touch.

Thank you! 🙏

Stuart @ Booster Apps

Apply