Merchant Success Manager (SaaS)

TL;DR

Merchant Success Manager (SaaS): Building and leading the merchant success function at a fast-scaling platform with an accent on onboarding, activation, retention, and growth strategies. Focus on creating structure, developing internal processes, and driving commercial value to reduce leadership dependency on day-to-day operations.

Location: Amsterdam (hybrid)

Company

A SaaS platform powered by AI that empowers independent food and beverage entrepreneurs to grow their revenue, online presence, and customer relationships.

What you will do

• Develop and lead the full Merchant Success function across all lifecycle stages.
• Create and implement playbooks, processes, and operating rhythms for consistent platform value.
• Manage and mentor the team, setting high standards for ownership and quality.
• Ensure smooth onboarding and continuous platform adoption for all merchants.
• Identify commercial opportunities to improve merchant retention and platform usage.
• Collaborate with Ops, Product, and Commercial teams to resolve friction and improve the user experience.

Requirements

• Proven experience in Merchant Success, Customer Success, Account Management, or Growth in fast-moving environments.
• Ability to build structures, coach teams, and create accountability from the ground up.
• Comfortable managing both high-level strategy and day-to-day execution.
• Commercial mindset focused on activation, retention, and revenue growth.
• Data-driven approach using performance insights to guide merchant conversations.
• Proactive builder mentality with the ability to define processes where none exist.

Nice to have

• Background in hospitality, e-commerce, or marketplaces.
• Prior experience leading onboarding or retention teams.
• Proficiency with tools such as HubSpot, Stripe, or Shopify.

Culture & Benefits

• Competitive salary with growth opportunities.
• High-impact role with the chance to shape the company's future direction.
• Flexible work environment.
• Passionate team of techies and foodies.