Merchant Success Manager

Overview

Remark is reshaping the e-commerce landscape by harnessing the power of AI and personalized support to solve a critical problem: the low conversion rates plaguing online shopping. Our platform connects shoppers with trained product experts, using AI to enhance every interaction and turn browsing into buying. With Remark, we’re not just selling products; we’re providing a seamless, personalized shopping experience that boosts revenue and builds loyalty.

We’re a mix of visionaries, tech enthusiasts, and, frankly, a few eccentrics who’ve sharpened our skills at giants like Amazon, Microsoft, and Salesforce. We’re now building an environment that values curiosity, innovation, and a bit of fun along the way.

Base pay range
: $70,000.00/yr - $/yr

We’re looking for a Merchant Success Manager to own the full post-sale merchant relationship—guiding e-commerce brands from onboarding through long-term growth on the Remark platform. This role sits at the intersection of sales, customer success, and analytics. You’ll take ownership after a deal is closed, leading merchants through onboarding and beyond—ensuring smooth launches, driving product adoption, and building lasting partnerships that deliver measurable value.

You’ll use data to track performance, uncover opportunities, and continuously optimize the merchant experience. You’ll collaborate with internal teams, train human experts, fine-tune AI models, and analyze key success metrics.

If you love working with customers, solving problems with data, and building strong relationships, this is a rare opportunity to shape the merchant experience for innovative e-commerce technology.

• Onboard & Empower:
  Act as Remark’s primary point of contact for merchants from contract signing through launch, ensuring a smooth, efficient onboarding experience. Train merchant teams and build confidence in using Remark’s platform.
• Drive Adoption & Growth:
  Guide merchants through ongoing adoption and expansion of Remark’s solutions. Identify opportunities to boost performance, optimize workflows, and unlock long-term growth.
• AI & Expert Training:
  Contribute to fine-tuning AI models so responses align with each merchant’s brand voice and product offering. Create training for Remark’s expert network to deliver seamless customer interactions.
• Strategic Partnership:
  Conduct regular check-ins, strategy sessions, and business reviews. Share insights, highlight opportunities, and collaborate on initiatives to improve KPIs like conversion rate, average order value, and customer retention.
• Data-Driven Insights:
  Analyze usage data and shopping trends to uncover opportunities for merchants. Translate data into actionable recommendations that guide smarter decisions.
• Hands-On Support:
  Be a trusted advisor; troubleshoot challenges and coordinate with internal teams to resolve issues quickly.
• Voice of the Merchant:
  Act as the internal advocate for accounts. Collect feedback, identify recurring themes, and share merchant priorities with product and engineering teams.

Partner with Sales, Marketing, Product, and Engineering to maximize merchant success. Collaborate on expansion opportunities, success stories, and roadmap features based on merchant feedback.

• Must be able to commit to at least 3 days/week in person in our Denver, CO office location
• 3+ years of experience in customer success, consulting, analytics, strategy & operations, or other data-driven roles
• Strong communication and relationship-building skills to guide merchants through onboarding and foster long-term partnerships
• Highly organized and detail-oriented, able to manage multiple onboarding timelines and track progress
• Problem-solving mindset with the ability to proactively address onboarding challenges
• Experience analyzing customer data and performance metrics using tools such as Excel, Looker, Power BI, etc. to demonstrate value and improve retention
• Interest in AI and willingness to learn how to fine-tune AI models
• Deep knowledge of e-commerce and online shopping trends with a passion for helping diverse merchants succeed

• Thrives in fast-moving environments
• Pet-friendly mindset or appreciation for pets
• Interest in healthy, sustainable living

• Hybrid work flexibility with the option to work from home 2 days/week
• Full healthcare benefits (medical, dental, vision)
• Flexible PTO (at least 15 days/year)
• At least 1 company retreat annually
• $500 reimbursement for qualified fitness and outdoor recreation activities

Base pay range: $70,000.00 - $ per year

Ready to join? We welcome applicants who color outside the lines. Remark is an equal opportunity employer and is committed to diversity and inclusion.