Merchant Success Manager
Compensation: ₹10L – ₹12L
About Marmeto
At Marmeto, we build global SaaS products, including Shopify apps that merchants use to run and grow their stores. Our customers range from growing stores to Shopify Plus brands.
We're looking for a Merchant Success Manager to own the relationship between our merchants, our chat team and our product teams.
About the Role
This is not a ticket-closing role.
You'll own merchant success for our Shopify apps, from the first onboarding call to long-term retention. You'll know what merchants need, what the chat team is hearing and what product is building, and you'll keep all three connected.
Some days you'll walk a merchant's developer through a webhook issue. Other days you'll prepare the chat team for a release, or tell product which problem is costing us merchants.
Your job is not just to answer merchants. It's to make them successful.
We're looking for someone who can take a merchant's problem, find the root cause, and come back with a solution rather than a question.
What You'll Be Responsible For
- Merchant Onboarding and Success
• Run onboarding calls and early follow-up for new merchants. • Make sure merchants are set up correctly and reach value quickly. • Give personal attention to high-value and at-risk accounts. • Spot churn signals early and act before merchants leave. • Collect reviews, testimonials and referrals from happy merchants.
- Bridge Between Merchants, Chat and Product
• Act as the point of contact between product teams, the chat team and merchants. • Take escalations from chat, investigate, and resolve them or pass them to product with a clear summary. • Share recurring issues, bugs and feature requests with product, backed by real merchant examples. • Prepare the chat team for releases: what changed, likely questions and known issues. • Close the loop: tell merchants and chat when a fix or feature ships.
- Technical Troubleshooting
• Debug merchant issues involving Shopify stores, themes, apps, APIs and webhooks. • Read logs and API responses, and explain what you find in plain language. • Guide merchants and their developers through integrations and setup. • Document fixes so the team solves the same issue faster next time.
- Process and Knowledge
• Write and maintain runbooks, help articles and known-issues lists. • Track merchant health and report trends to leadership every month. • Help improve how chat, onboarding and product work together. • Guide junior teammates as the team grows.
Who We're Looking For
You have 4 to 7 years in merchant or customer success, account management or technical support at a SaaS company, ideally with Shopify apps.
You are:
• Technically comfortable: APIs and webhooks, read logs and API responses, talk to a merchant's developer without a hand-off. • Strong on Shopify: stores, themes, apps and checkout. • A natural connector between merchants and product. • Proactive, organised, calm with merchants, independent, clear in written English and on live calls. • Tool-savvy: Intercom, Slack, HubSpot or similar.
Bonus: Shopify Plus, checkout customisation or multivendor marketplaces.
What We're Not Looking For
• Someone who only closes tickets and doesn't follow through. • Someone who forwards problems to product instead of investigating first. • Someone uncomfortable with technical questions about APIs or webhooks. • Someone who needs detailed instructions for every task. • Someone who confuses being busy with making merchants successful.
What You'll Get
• Direct work with product teams and leadership across multiple Shopify apps. • Ownership of merchant success, with real autonomy. • Exposure to SaaS, the Shopify ecosystem and how apps grow. • A fast-moving environment where your work has a visible impact. • Remote work from anywhere in India. • The opportunity to grow into a larger success role as the team grows.
What to Keep in Mind While Applying
While applying, also send: "Tell us about a merchant who was about to leave and what you did to keep them."
We value ownership, technical curiosity and follow-through more than degrees or impressive job titles. If you enjoy fixing merchant problems and connecting people, we'd love to hear from you.