Merchant Success Manager (Ecommerce)

Location: Remote; must be located in the United States.

Company

hirify.global is a startup providing B2B SaaS solutions for ecommerce merchants.

What you will do

• Manage a portfolio of growing mid-market merchants and drive retention, renewals, expansion, and retraction mitigation.
• Use merchant goals, health signals, engagement, product usage, and renewal timing to prioritize account activity.
• Lead complex renewal and commercial conversations, communicate product value, and partner with Account Executives on cross-selling.
• Build consultative relationships through quarterly business reviews, proactive communications, feature adoption, and churn prevention.
• Collect merchant feedback and communicate recurring product themes, examples, and business impact to internal teams.
• Use AI, automation, templates, and operating rhythms while partnering with Sales, Onboarding, Support, Product, and Solutions.

Requirements

• 3+ years of customer success or account management experience with mid-market or enterprise B2B SaaS customers.
• Experience managing renewals, revenue goals, expansion opportunities, and sizable customer portfolios.
• Ability to analyze customer data and health signals to create value stories and prioritize proactive engagement.
• Experience communicating with merchants, mitigating churn, increasing product usage, and sharing feedback that drives improvements.
• Strong organization, responsiveness, cross-functional collaboration, and ability to create momentum without direct authority.
• Must be located in the United States.

Nice to have

• Experience working with ecommerce businesses.
• Experience using AI or automation to improve customer support quality and consistency.

Culture & Benefits

• Remote work within the United States as part of a blended working environment.
• Medical, dental, and vision insurance.
• Flexible PTO, company holidays, sick and safe leave, and parental leave.
• 401(k), equity, monthly wellness benefit, home workstation benefit, and phone/internet benefit.