Growth Strategist, Customer Success
Build the customer success motion that turns strong first wins into lasting customer outcomes.
Why this role matters
Most e-commerce software tells brands what sold. Mercana helps them understand who bought - and what to do about it. We identify the real people behind orders: the athlete trying your recovery line, the editor buying your candles, the executive becoming a repeat customer, the retail buyer quietly testing your best-seller. Then we help brands turn that intelligence into action: better segmentation, more thoughtful VIP treatment, warmer wholesale outreach, and sharper decisions about who their customer base really is.
We are undefeated in competitive bakeoffs because the underlying intelligence is better and the experience around it is better too. Our customers don't just get data - they get clarity on how to use it. Until now, much of that experience has been founder-led. We are hiring someone who can carry that standard forward and help us scale it without making it feel generic.
We are not looking for someone to simply manage accounts. We are looking for someone who can help brands get to value quickly, see the possibilities in the data, and translate those possibilities into action.
What you'll own
- Take each new brand from kickoff to first meaningful win - not just a completed setup, but the moment they see how Mercana changes how they market, retain, and sell
- Productize the founder-led magic: build the strategy guides, workflows, and infrastructure that let us maintain an elite standard at scale
- Work directly with founders and operators on retention, VIP, and wholesale use cases - turning Mercana intelligence into campaigns, segments, and outreach they actually execute
- Proactively hunt for account wins: dig into a brand's data, spot an untapped high-value segment, and reach out with a strategy they can launch that afternoon
- Untangle setup and data issues across customer systems; escalate to engineering only when you've identified the true root cause
- Synthesize what you hear from customers into better product decisions and sharper internal playbooks - not a feature request relay, but real pattern recognition
Who you are
- You have meaningful experience (likely 4+ years) in a client-facing role where you were responsible for outcomes, not just responsiveness
- You understand how modern e-commerce teams actually operate. You've worked inside the tools, workflows, and reporting that power retention, acquisition, support, and storefront operations
- You move comfortably between strategy and execution - as happy talking through a segmentation idea as you are chasing down why data isn't flowing correctly
- You have strong commercial instincts. When you see a pattern in customer data, you naturally think about what the brand should do with it
- You default to specifics over generalities - when a brand asks "how should we use this," you come back with three concrete plays, not a framework deck
- You can manage multiple brand relationships without losing sharpness or care, and you have the personal systems to prove it
- You write clearly, speak confidently, and genuinely enjoy finding the story inside messy customer data
In your first 90 days, you might
- Lead multiple brand launches from kickoff to first activated use case
- Develop a clear point of view on what a great Mercana onboarding looks like
- Help brands operationalize insights into VIP outreach, gifting, or wholesale follow-up
- Identify the most common implementation gaps and propose ways to eliminate them
How we work
- We believe service is part of the product, not a separate function
- We earn trust through specificity, speed, and follow-through
- We care about the details because details are where the "wow" comes from
- We are direct, low-ego, and highly accountable to one another
- We move with urgency because we are building a category, not defending an incumbent position
How to apply
Send us your resume, a short intro note, and examples of accounts or programs you've personally owned.