Merchant Success Manager

SHOPLINE — Merchant Success Manager

About the Team

SHOPLINE's Merchant Success team is the frontline partner for new and high-potential merchants building their digital businesses in the US market. We help merchants launch, migrate, and grow — translating technology into real business outcomes. If you're someone who loves being the person merchants rely on and gets energized by solving problems across commerce, logistics, and tech, this role is for you.

What You'll Be Doing

Onboarding & Migration

• Guide new merchants through the full onboarding journey — from account setup and domain configuration to payment activation and go-live
• Support other e-commerce platforms-to-Shopline migrations, coordinating with merchants and internal teams to keep timelines on track
• Conduct kickoff calls and set clear expectations for each stage of the merchant journey

Merchant Relationship Management

• Serve as the day-to-day point of contact for an assigned portfolio of merchants
• Monitor merchant health and proactively flag accounts showing signs of low adoption or churn risk
• Build strong working relationships with merchant contacts at multiple levels

Technical Support & Troubleshooting

• Provide first-line technical support across common issues — integrations, payment gateways, checkout configuration, pixels, and 3PL connections
• Triage issues and escalate to engineering or product with clear reproduction steps and context
• Collaborate with internal teams (risk, product, SE) to resolve blockers efficiently

Partner & Cross-Functional Coordination

• Coordinate with third-party partners such as 3PL providers, app developers, and agency partners on behalf of merchants
• Relay structured product feedback from merchants to internal teams, with clear use cases

Growth & Retention

• Identify opportunities to deepen merchant product adoption
• Support upsell and expansion conversations in partnership with the Senior SE or account team
• Assist with merchant retention plays for at-risk accounts

Who You Are Required

• 1–3 years of experience in e-commerce, SaaS customer success, account management, or a related customer-facing role
• Comfortable with technical troubleshooting — you don't need to code, but you can follow a thread across integrations, settings, and error messages to find the root cause
• Strong communicator — clear in writing, confident on calls, and able to translate tech into plain language for merchants
• Organized and able to manage multiple merchant timelines simultaneously without dropping the ball
• Self-starter who can operate with some ambiguity and figure things out independently
• Bachelor's degree or equivalent experience

Nice to Have

• Hands-on experience with Shopify, Shopline, or another e-commerce platform
• Familiarity with CRM tools (Salesforce, Intercom, or similar)
• Experience working cross-functionally with product or engineering teams
• Project coordination or account management experience
• Bilingual in English and Mandarin (spoken and written) is a strong plus

What Success Looks Like in Your First 90 Days

• You've completed onboarding and can independently guide a merchant through setup and go-live
• You're managing a portfolio of assigned merchants with regular check-ins
• You've handled your first technical escalation end-to-end
• Merchants know your name and reach out to you directly