Merchant Success Associate

Job description

🚀 **Ready to help the next generation of Shopify brands crush it with Skio?** We’re looking for a high-energy, process-driven Merchant Success Associate to join our team. In this role, you’ll be the driving force behind the success and activation of Skio's rapidly expanding base of Growth tier merchants. This is all about scale - you’ll be impacting hundreds of businesses at once by building the systems, content, and programs that help them win. **What you'll do:** **Scaled Success Program Management:** You’re the architect of the "one-to-many" model. You’ll design and run onboarding and audit calls, automated email campaigns, and in-app messaging to guide massive cohorts of merchants toward subscription greatness. **Rapid Onboarding & Activation:** You own the "First 90 Days." Your goal is to make onboarding so smooth that merchants hit their "aha!" moment instantly, ensuring maximum time to value from day one. **Content Creation:** Partner with Marketing and Product to create killer educational resources. Whether it’s a quick video tutorial, a best-practice guide, or a "how-to" article, you’ll make complex features feel simple. **Churn Mitigation:** You’ll keep a close eye on merchant health metrics. When an account looks like it’s hitting a roadblock, you’ll be ready with proactive, scalable outreach to get them back on track. **Product Adoption Expert:** You’ll be a master of the Skio platform, showing merchants how to leverage our core features to drive their own ROI and simplify their business. **Champion of Self-Service:** Your mission is to empower merchants, creating a library of resources that reduce the need for support and drive success. **What you'll bring to the table:** **1–8 Years of Experience:** You’ve cut your teeth in a fast-paced environment like Customer Success, Onboarding, Sales Dev, or Tech Support—ideally within subscription or the Shopify ecosystem. **Automation Mindset:** You love the idea of "one-to-many." You’re comfortable (or eager to learn) using tools like Planhat for email sequencing, automation, and scaled communication. **Communication Pro:** You’re a natural at simplifying the complex. You can write clear, punchy, and actionable guidance that merchants actually enjoy reading. **Hyper-Organized:** You can juggle a high volume of accounts without breaking a sweat, staying process-driven and proactive even when things move fast. **Resourceful & Scrappy:** You don’t wait for a playbook - you help write it. You’re excited about finding scalable solutions in a high-growth environment. **Bonus points if you have:** -A passion for building your own Shopify stores or subscription experience (tech or brand side). -A deep network within the Shopify Plus partner ecosystem. -Experience as a merchant/user of Skio (show us your Skio!). -Experience in a startup where you had to build processes from scratch. **Why Skio?** **Scalable Impact:** Your work will directly influence the success of hundreds of growing brands simultaneously. **Make a Massive Impact:** You’ll be working with the world’s top e-commerce brands, shaping the future of how millions of people subscribe and save. **Work with the Best:** We’re a passionate, driven group building the most innovative product in the space. You’ll have a direct line to our Product and Engineering teams to help build what merchants actually want. **Live our Values:** We’re all about being Merchant Obsessed, Simplicity First, Praising Change, Radical Ownership, and Assuming Positive Intent. **Remote-First Culture:** Do world-class work from wherever you are. No commute, no borders—just high-impact results. **Ready to join the Skio squad and help hundreds of merchants grow? Hit that "Apply" button and let's chat!**