Job Description

The Role: Merchant./Customer Success Manager

We're looking for an experienced Customer Success Manager to lead high-risk and continuity ecommerce merchants from onboarding through scale. In this strategic, revenue-generating role, you'll function as a payments consultant, growth strategist, and trusted advisor. You'll help direct-to-consumer brands maximize the platform’s value through performance, retention, and long-term success.

This role is ideal for someone with a deep background in ecommerce, high-risk merchant environments (nutra, info products, trial-to-bill), and startup experience at Series A or B stage companies .

Key Responsibilities

Merchant Acquisition

• Identify, qualify, and onboard high-performing merchants via outbound efforts and your existing industry network
• Drive merchant activation and earn uncapped commissions for new revenue generation

Merchant Success & Optimization

• Diagnose and solve challenges including chargebacks, fraud spikes, and MID thresholds
• Implement customized, data-driven growth strategies that increase LTV, reduce churn, and stabilize performance
• Earn commissions based on measurable merchant outcomes

Strategic Support & Growth Enablement

• Serve as the strategic partner for each merchant’s growth journey
• Map tailored strategies, enable the right platform features, and coordinate top-tier partner services
• Deliver reporting and insights from internal platform analytics

Industry Representation & Community Building

• Represent the brand at key industry events, webinars, and in digital communities
• Forge relationships with service providers, influencers, and merchants
• Gather and relay market feedback to inform product development and executive decision-making

Required Experience & Qualifications

• 3+ years working with high-risk ecommerce verticals , such as supplements, info products, trial/continuity, and direct response
• Proven ability to navigate BIN-level routing, chargeback mitigation, and high-risk payment infrastructure
• Deep understanding of direct-to-consumer ecommerce strategy and operations
• Demonstrated success in a startup environment (preferably Series A or B stage)
• Exceptional communication and relationship management skills, especially with high-performing founders
• Strategic mindset with the ability to provide consultative guidance and proactive solutions
• Self-starter mentality with a bias for action and ownership

Why This Role?

• Work with a fast-growing, high-performance team solving complex problems in ecommerce and fintech
• Competitive base salary, uncapped commission , and equity earning potential
• Collaborate with seven-, eight-, and nine-figure DTC founders on scaling strategies
• Operate in a zero-politics, high-trust environment with direct access to company leadership
• Be part of a company where your impact directly influences growth, innovation, and success

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