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Merchant Success Manager (MSM)

CommerceBear

Remote
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Industry: Vertical SaaS
  • Post Date: 11/23/2022
  • Website: commercebear.com
  • Company Address: , Toronto, CA

About CommerceBear

CommerceBear is a multichannel ecommerce platform that makes it easy for furniture makers to sell everywhere.

Job Description

What is Bear?

  • We help furniture makers sell on Wayfair, Overstock, Amazon, and more

  • The home goods space is undergoing a massive shift from offline to online. We’re building the platform to power a majority of furniture transactions on the internet

  • Our team and backers have helped grow eBay, PayPal, Burrow, Indiegogo, AppLovin, Clearco, Ada, Applyboard, Substack, to name a few

  • We found product market fit and are scaling fast

     

The role (tldr):

The mission for the Merchant Success Manager (MSM) is to partner with merchants to build & scale their businesses across all sales channels while providing a world-class merchant experience. Working alongside teams in Sales and Merchant Operations, you will be responsible for building and maintaining strong relationships with your merchants, driving retention/renewals, and using your domain expertise to identify and execute growth opportunities. This is a remote-first role with the opportunity to travel to key industry tradeshows throughout the year. 

 

As an MSM, you will:

  • Develop a deep understanding of the CommerceBear platform, the furniture industry, and ecommerce best practices 

  • Be an extension of our merchants’ businesses - establish yourself as a trusted partner and consultant by demonstrating an understanding of their business objectives and delivering programs that help them achieve them

  • Work collaboratively with the Merchant Operations to effectively manage and prioritize projects, requests, and tasks, optimizing for merchant experience and outcomes

  • Champion the voice of our merchants and provide feedback to appropriate internal teams to improve the company’s ability to deliver on our mission to help merchants be successful on the platform

  • Develop and share best practices with the team to improve the quality, effectiveness and efficiency of supporting our merchants overall

  • Be comfortable with ambiguity and change, and excited to help shape the identity of the organization

  • Put the merchant before yourself; being urgent with all customer communications. Speed + Empathy = Success.

  • Own your own development through reflection, reviewing past interactions, and discussing growth opportunities with your manager in regularly scheduled 1:1 meetings

 

Requirements:

  • Have 2-3 years SaaS experience in customer facing/account management roles, or equivalent years of relevant industry work experience

  • Customer Focus: demonstrated track record of delivering amazing customer experiences

  • Excellent written and verbal communication/presentation skills

  • Well-organized and with a high attention to detail

  • Ability to think logically and solve problems creatively and collaboratively

  • Comfortable with navigating ambiguity and change

  • Familiarity with ecommerce and/or digital marketing is a plus (bonus points for furniture-specific experience!)

  • Based in Canada

 

Why choose Bear?

  • We are a passionate, motivated, and engaged team

  • Early mover in a largely untapped market

  • Flexible work schedule focused on delivery

  • Paid sick days, comprehensive health benefits, and team socials

  • Mental Health Hibernation days

  • Top of the line hardware to help you build your workspace

  • Customer-obsessed and a values-driven culture. Our values are: Compassion & Empathy, Ownership, Get Sh*t done, Authenticity and Fail Forward

 

Equal Employment Opportunity

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

 

We are dedicated to growing a diverse team of talented individuals and creating an inclusive environment. Please let us know if you require any accommodations during the recruitment process.

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