Merchant Success Manager

FUEGO.io | Merchant Success Manager3mo agoFUEGO.io Merchant Success Manager
** About FUEGO
** At
** FUEGO**, we're on a mission to make mobile commerce smarter, faster, and more delightful. Our AI-native mobile commerce platform powers the mobile apps of some of the world's most iconic brands such as
** True Classic**,
** Dossier**,
** Kitsch**,
** Dolls Kill**,
** Simple Modern**,
** DRMTLGY**,
** gorjana**,
** Rainbow Shops**,
** DIME Beauty**,
** nuuds**,
** Comfrt**,
** Tuckernuck**,
** BYLT Basics**,
** Portland Leather Goods**,
** VICI**,
** Plug**,
** Cuts Clothing**,
** Gamer Supps**,
** Bombshell Sportswear**,
** Laura Geller**,
** MUD/WTR**,
** Popflex**,
** Mary Ruth's**,
** Caden Lane**,
** The GLD Shop**,
** VRG GRL**,
** Pela Case**,
** The Collagen Co.**,
** Pet Lab Co .
** and many more, giving them a mobile shopping experience as unique as their brand.  Over 10 million Americans shop on mobile apps built on
** FUEGO**. Working directly with the founders, you will get a chance to shape how millions of people shop on their phones every day.  
** The Role
** We are hiring our first Merchant Success Manager to own the post-launch relationship with FUEGO's customers. You are the person they call when they have a question, a request, or a problem. You are the person who understands their business well enough to suggest things they have not asked for yet. And you are the person who keeps them on FUEGO year after year.  

This is not a generic CSM role. The thing that makes it work, and the thing that separates this seat from a CSM seat at a typical SaaS company, is deep Shopify fluency. Our customers are sophisticated DTC operators running complex Shopify Plus stores. They expect to talk to someone who already knows what a meta object is, who understands their existing app stack, and who can tell them whether what they want to do is a 30-minute change or a 3-week project before they have to ask an engineer.  

You do not write code. You speak Shopify fluently enough that customers trust you, and you know exactly when to pull in our Forward Deployed Design Engineer team to do the technical work.  
** What You Will Own
** 1.
** The customer relationship, end to end.
** Every customer in your book is your customer. You know their team, their business, their goals, their roadmap, and the things that frustrate them. You hold the relationship.
2.
** Onboarding handoff and early-life success.
** When a customer's app launches, you are there. You make sure they know how to use FUEGO, you set them up with the right adoption rituals (push cadence, notification segmentation, content updates), and you measure their first 90 days obsessively.
3.
** Strategic guidance.
** You understand mobile commerce well enough to advise customers on how to use FUEGO better. Push strategy, segmentation, app-exclusive offers, loyalty integration, content cadence, conversion levers. You bring playbooks to the table, not just status updates.
4.
** Request triage.
** Customer requests will land in your inbox every day. You scope them, classify them (configuration, integration, custom build, product gap), and route appropriately. The trivial ones you handle yourself. The complex ones you scope with the FDDE team and own the customer side of the conversation through delivery.
5.
** Renewal and expansion.
** You are responsible for retention and growth in your book. You identify expansion opportunities (additional brands, new features, deeper integrations) and partner with the AE team when commercial work is needed.
6.
** Quarterly Business Reviews.
** You run QBRs with your strategic accounts. You bring data, insights, and a point of view. Customers should leave QBRs with clearer thinking about their mobile channel than they walked in with.
7.
** Voice of the customer.
** You are closer to what is working and what is not than anyone else at the company. You surface patterns to the CEO and CTO clearly and frequently. Product roadmap is shaped in part by what you bring back from the field.
8.
** Customer advocacy.
** Case studies, testimonials, conference speaking opportunities, panel placements, reference calls. You build the customers in your book into FUEGO advocates.  
** Shopify Expertise Required
** This is the non-negotiable bar that makes this role different from a generic CSM seat. You do not need to write code. You do need to speak Shopify like you have lived in it for years, because our customers do.
* ** Shopify Plus admin fluency.
** You can navigate the…