Merchant Success Manager

Job description

At SOUS, we help independent food & beverage entrepreneurs grow. Our AI-powered SaaS platform enables new revenue streams, online visibility, and stronger customer relationships. As we enter our next phase of growth, we’re searching for a Merchant Success Manager who can build the function that helps merchants succeed across onboarding, activation, retention, and growth. This role is critical in freeing up leadership from day-to-day execution while driving direct impact on merchant revenue, retention, and long-term value. If you are excited about building structure, leading people, and helping merchants grow on a fast-scaling platform, we’d love to meet you. Taken Build and lead Merchant Success Own the full Merchant Success function across onboarding, activation, retention, and growth. Build the processes, playbooks, and operating rhythms that help merchants get value from SOUS quickly and consistently. Lead and develop the Merchant Success team while setting a high bar for ownership, speed, and quality. Ensure merchants are onboarded successfully, adopt the platform, and continue to grow over time. Create structure that reduces founder and leadership dependency on day-to-day execution. Drive merchant onboarding, adoption, and retention Manage merchants from onboarding through activation and ongoing success. Help merchants understand how to use the platform and how to get value from it. Proactively follow up with merchants on next steps, gaps, and opportunities. Drive merchant value and commercial growth Identify opportunities to increase merchant retention, platform adoption, and revenue growth. Use performance insights to guide merchant conversations and improve outcomes. Work closely with Ops, Product, and Commercial to improve merchant experience and remove friction. Vereisten Leadership and Ownership: You have strong experience in Merchant Success, Customer Success, Account Management, or Growth in a fast-moving environment. You know how to build structure, coach people, and create accountability. You are comfortable owning both strategy and execution. Commercial Mindset: You understand that success is not just support, but also activation, retention, and revenue growth. You know how to spot opportunities to grow merchant value over time. You are data-driven and comfortable using performance insights to drive action. Builder Mentality: You like creating processes, teams, and systems from the ground up. You bring clarity where things are still messy. You are proactive and do not wait for others to define the next step. Bonus Points For: Experience in hospitality, e-commerce, SaaS, or marketplaces. Experience leading onboarding or retention teams. Experience with HubSpot, Stripe, Shopify, or similar tools. Benefits Competitive Salary - you’ll grow with us. Shape the Future: Your contributions will define what SOUS becomes. Flexibility: While we’re primarily on-site, we value flexibility when it makes sense. Passion-Driven Team: Join a group of foodies and techies who love solving big problems. High Impact: Be part of a mission that’s changing the way F&B creators succeed. A 15-minute intro call to get to know each other. A 60-minute interview. A case study. A final chat with one of our founders Ready to make an impact? Let’s build something incredible together.