Merchant Success Manager - Shopify Plus

Shopify Plus is making enterprise commerce simple. We give high growth, high volume merchants the scalability, reliability and flexibility they need. Shopify Plus is helping power commerce for companies like RedBull, GE, Boll and Branch, P&G, Kanye West, Kylie Cosmetics, and many more. We believe large merchants should love their commerce platform and we work hard each day to make that happen. We are in hyper-growth, and this is where you come in.

Your role as a Merchant Success Manager is to help high-growth, high-volume merchants be successful. You’ll do this through developing strong relationships with your merchants, and helping them with long-term solutions to their biggest roadblocks. Ultimately, you’re here to understand their goals, and advise them on the best way to achieve those goals. You’ll provide merchants with guidance on best ecommerce practices, knowledge of industry trends, API support, ERP integration assistance, advice on social commerce strategies, insight into analytics and SEO, conduct site audits, and much more. You’re their partner in commerce, and will truly help them grow their business.


  • Customer success, account management, or relevant industry experience. You should be merchant-focused in all that you do.
  • A passion for commerce. Maybe you’ve built a store for a friend, or run your own business.
  • A deep understanding of the Shopify platform. You’ll need to know Shopify inside and out.
  • Experience working with multiple stakeholders. Relationship management is your secret weapon.
  • Understanding of ecommerce best practices. You'll be their main point of contact for all big-picture support.
  • Knowledge of the ecommerce ecosystem. There are many moving parts and you need to see how they fit together.


  • Experience running your own business. You know what it means to be an entrepreneur and can share your learnings with our merchants.
  • Hands-on experience with digital marketing, Google Adwords, Facebook ads, and conversion marketing techniques


  • Create strong relationships with our merchants
  • Recommend ways to best utilize the Shopify platform
  • Match merchants with top Shopify Partners to assist with custom design and development projects
  • Point out areas for improvement, including opportunities for product adoption and implementing new Shopify features
  • Triage technical issues to Shopify’s escalated Support teams
  • Work with internal Shopify teams to advocate for merchants’ needs and requests
  • Demonstrate an in depth understanding of industry trends
  • Elevate the overall merchant experience


  • Since we like to do things a little differently at Shopify, we would like you to build a free trial store as part of your application. By building a store on Shopify and showing us what you can do with it, you get to see first hand what it is like to use our platform.  Be creative, have fun and please include a link to your trial store in your application. We want to see something that shows us why you really want to work here.

Here are some ideas of things we'd like to see in your store:

  • Download a free theme and spruce it up to make it your own.
  • Add products and sort them into Collections.
  • Tell us a bit about yourself on an “About Us” page.
  • Write a blog post about why you want to join the Shopify Plus team
  • Create a page and embed the funniest video you’ve seen lately.
  • Install an app into your store i.e. product reviews, a twitter feed, etc.
  • Link your social media accounts to your store.

We are hiring for multiple Merchant Success Managers, including in-office team members in Waterloo, Ontario and remote team members in British Columbia, Hawaii, Australia and New Zealand.

Experience comes in many forms, many skills are transferable, and passion goes a long way. If your background is thisclose to what we’re looking for, please consider applying, even if you aren’t able to check every box above. We are dedicated to diversity and providing an inclusive workplace for all and especially encourage members of underrepresented groups to apply. 

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