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Head of Merchant Success

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

We're CommerceBear. We are building the future of furniture.

 

What is Bear?

  • We’re building the platform of record for furniture manufacturers, first helping them first move their products online, and then partner to scale and manage their end-to-end ecommerce

  • With Bear, furniture makers can grow their revenue on channels like Wayfair, Perigold, Amazon, and more

  • Our team and backers have helped grow eBay, Stripe, Lightspeed, PayPal, Burrow, Shopify, Airbnb, Uber, AppLovin, Clearco, Ada, Substack, to name a few

     

The role (TLDR):

We’re looking for a Head of Success to own our customer journey, end-to-end, and lead our Success and Merchant Operations teams. 

 

As the Success Leader you will:

  • Be the voice of the customer, owning the customer journey from onboarding through to retention and expansion

  • Build close relationships with our customers and partner with them to ensure their satisfaction while on CommerceBear

  • You will design, implement, and iterate the playbooks and processes for the entire customer journey

  • Own all key metrics for the team; KPIs (Key Performance Indicators), NPS (Net Promoter Score), TTV (Time to Value), SLAs (Service Level Agreements), and any other acronyms we missed

  • Lead and build a high-performing team of Merchant Success Managers and Merchant Ops (which owns SKU Publication, our flagship product)

  • Build strong cross-functional relationships with Product, Engineering, and Sales; specifically focusing on ICP, roadmap, customer segmentation, and monetization

  • Provide reporting and visibility into cases and trends to make recommendations that will drive the business forward

  • Work closely with the CEO as a core member of the leadership team

 

What you bring:

  • Customer obsessed leader, with a background in vertical SaaS/Marketplaces

  • Revenue-focused with experience scaling from $2 to $10m+ ARR

  • Skilled at building & designing processes and systems that scale

  • Player coach— Not afraid to roll up your sleeves, and get shit done → then lead your team to do the same.

  • Resourceful, creative at getting things done, and optimizes for execution

  • High conviction and can make important decisions quickly 

  • Scar tissue: you’ve seen the movie before

  • Tremendously positive attitude (AKA optimistic hustler)

 

Bonus points if you:

  • Have furniture industry experience

  • Former founder/exec at an early stage SaaS company

  • Love Bears

 

Why Choose Bear?

  • Everyone's an equity owner

  • Flexible work schedule focused on delivery

  • Comprehensive health benefits and paid sick days

  • Hibernation (Paid Mental Health) days 

  • Can work remote from anywhere in North America

  • Annual company Bear Summit

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

  • Top tier swag and quarterly merch drops

  • Class A office space in downtown Toronto with a gym and rooftop pool

  • Customer-obsessed and a values-driven culture, with core value being our belief that our most important asset is our people

  • Our values are: Compassion & Empathy, Ownership, Get Sh*t done, Authenticity and Fail Forward

  • We have product market fit and are scaling fast

 

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. We welcome those who want to join us on our journey.

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