Remark

The Merchant Success Manager will guide e-commerce brands from onboarding through long-term growth on the Remark platform, ensuring smooth launches and driving product adoption. They will analyze data to track performance and uncover opportunities for merchants to enhance their experience. | Candidates should have at least 3 years of experience in customer success or data-driven roles, with strong communication and organizational skills. A deep knowledge of e-commerce trends and an interest in AI applications are also essential. | 👋 Join us at Remark Remark is reshaping the e-commerce landscape by harnessing the power of AI and personalized support to solve a critical problem: the low conversion rates plaguing online shopping. Our platform connects shoppers with trained product experts, using AI to enhance every interaction and turn browsing into buying. With Remark, we're not just selling products; we're providing a seamless, personalized shopping experience that boosts revenue and builds loyalty. We're a mix of visionaries, tech enthusiasts, and, frankly, a few eccentrics who've sharpened our skills at giants like Amazon, Microsoft, and Salesforce. Now, we're channeling our collective expertise into building an environment that values curiosity, innovation, and a bit of fun along the way. ⚡️What we're looking for We’re looking for a Merchant Success Manager to own the full post-sale merchant relationship—guiding e-commerce brands from onboarding through long-term growth on the Remark platform. This role sits at the intersection of sales, customer success, and analytics. You’ll take ownership once a deal is closed, leading merchants through onboarding and beyond—ensuring smooth launches, driving product adoption, and building lasting partnerships that deliver measurable value. You’ll use data to track performance, uncover opportunities, and continuously optimize the merchant experience. Along the way, you’ll gain hands-on experience collaborating with internal teams, training human experts, fine-tuning AI models, and analyzing key success metrics. If you love working with customers, solving problems with data, and building strong relationships, this is a rare opportunity to play a critical role in shaping the merchant experience for innovative e-commerce technology. 📓Responsibilities Onboard & Empower: Act as Remark’s primary point of contact for merchants from contract signing through launch, ensuring a smooth, efficient onboarding experience. Set merchants up for success by training their teams and building confidence in using Remark’s platform. Drive Adoption & Growth: Go beyond onboarding by guiding merchants through ongoing adoption and expansion of Remark’s solutions. Partner with them to identify opportunities to boost performance, optimize workflows, and unlock long-term growth. AI & Expert Training: Contribute to fine-tuning AI models so responses align with each merchant’s unique brand voice and product offering. Create training for Remark’s expert network, ensuring they’re equipped with the knowledge and tone needed to deliver seamless customer interactions. Strategic Partnership: Conduct regular check-ins, strategy sessions, and business reviews with merchants. Share insights, highlight opportunities, and collaborate on initiatives to improve KPIs like conversion rates, average order value, and customer retention. You’ll act as both consultant and partner in driving measurable results. Data-Driven Insights: Analyze usage data and shopping trends to uncover opportunities for merchants to get more value from Remark. Translate complex data into clear, actionable recommendations that create “aha!” moments and guide smarter decisions. Hands-On Support: Be a trusted advisor and problem solver. Address questions, troubleshoot challenges, and coordinate with internal teams to resolve issues quickly. You’ll ensure that no question goes unanswered and every problem has a solution. Voice of the Merchant: Act as the advocate for your accounts internally. Collect feedback, identify recurring themes, and share merchant priorities with the product and engineering teams to shape our roadmap and deliver features that matter most. Cross-Functional Collaboration: Partner with Sales, Marketing, Product, and Engineering to maximize merchant success. That might mean teaming up with Sales to identify expansion opportunities, working with Marketing to create a success story, or collaborating with Product to design new solutions based on merchant feedback. 🛠Qualifications Must be able to commit to at least 3 days/week in person in our Denver, CO office location 3+ years of experience in customer success, consulting, analytics, strategy & operations, or other data-driven roles Strong communication and relationship-building skills, with the ability to guide merchants through onboarding and foster long-term partnerships by setting clear expectations and driving ongoing success Highly organized and detail-oriented, able to manage multiple onboarding timelines and track progress efficiently Ability to problem-solve and proactively address challenges, ensuring a seamless onboarding experience for brands Experience analyzing customer data and performance metrics using tools such as Excel, Looker, PowerBI, etc. to showcase Remark’s value and improve retention Interest in AI and its applications, with a willingness to learn how to fine-tune AI models Deep knowledge of e-commerce and online shopping trends, with a passion for helping merchants across diverse industries succeed. 🎈Bonus points if You thrive when things move fast You have a cute pup 🐶 You appreciate roasted veggies You avoid single-use plastic You've seen a mountain goat 🐐 ⚕️Benefits Hybrid work flexibility with the opportunity to WFH 2 days/week Full healthcare benefits (medical, dental, vision) Flexible PTO (at least 15 days / year recommended) At least 1 company retreat annually $500 expense reimbursement for qualified fitness and outdoor recreation activities 💰 Compensation $70k-135k 🚀 Ready to join? Let's do this! The jobs listed are guidelines — not perfect outlines — of who we expect you to be. We'd love to hear from you even if you color outside the lines. At Remark, we're building a workplace where everyone can belong. We're committed to diversity and inclusion and encourage applicants from all backgrounds to join our team. Remark is proud to be an equal opportunity employer.

You will build and lead Remark’s team of Product Experts, ensuring effective communication and support. Additionally, you will manage onboarding and ongoing guidance for experts to enhance customer experiences. | Candidates should have 1-2 years of experience in community management and a passion for e-commerce. Strong communication skills and the ability to work collaboratively across teams are essential. | 👋 Join us at Remark Join the Remark Revolution Remark is reshaping the e-commerce landscape by harnessing the power of AI and personalized support to solve a critical problem: the low conversion rates plaguing online shopping. Our platform connects shoppers with trained product experts, using AI to enhance every interaction and turn browsing into buying. With Remark, we're not just selling products; we're providing a seamless, personalized shopping experience that boosts revenue and builds loyalty. We're a mix of visionaries, tech enthusiasts, and, frankly, a few eccentrics who've sharpened our skills at giants like Amazon and Salesforce. Now, we're channeling our collective expertise into building an environment that values curiosity, innovation, and a bit of fun along the way. ⚡️What we're looking for As our Expert Community Manager, you’ll be building and leading Remark’s team of Product Experts as they represent brands across a wide range of e-commerce sectors - think beauty, fashion, lifestyle, tech, food & beverage, home goods, and more. You’ll be the central hub of communication between our internal crew and all of our experts, making sure the right info flows to the right people at the right time. You’ll foster community, champion collaboration, and keep your finger firmly on Remark’s pulse. You’ll work alongside our Merchant Success Managers to onboard new brands, ensuring we have the perfect team of experts recruited, trained, and ready to shine. Once a brand is live, you’ll continue to guide and support the experts so they can deliver stellar customer experiences. You’ll be managing a team of curious, enthusiastic, talkative product lovers. Maybe they’re skincare junkies, tech nerds, sneakerheads, or coffee connoisseurs - but all of them share a passion for helping people find products they’ll love. You’ll inspire them to be the best brand reps they can be, and you’ll know that the “perfect product” looks different for everyone. You’re the final boss of experts - their go-to resource, their walking knowledge base, and the one who can dig up the nitty gritty details whether it’s about sustainable fabrics, a limited-edition flavor drop, or the latest gadget specs. 📓Responsibilities Team Culture & Engagement: Foster a supportive, fun, and collaborative environment where experts feel connected, valued, and motivated. Encourage knowledge-sharing, celebrate wins, and keep team morale high. Resource Management: Recruit and onboard experts as new brands come on board. Monitor staffing for each of the brands we work with, making adjustments based on expert performance and/or seasonal traffic influxes. Communication and Outreach: Manage communication channels where experts reach out with product and procedural questions. Keep the expert community updated and informed on product launches and promotional offers. Cross-Functional Collaboration: Partner with Merchant Success, Sales, Product, and Operations teams to ensure seamless onboarding of brands and alignment on expert enablement. Act as the connective tissue between internal teams and the expert community. Process Improvement: Continuously evaluate and refine expert workflows, tools, and systems to improve efficiency, scalability, and the overall expert and customer experience. Chat with Customers: Jump into customer chats alongside experts when join times are long, ensuring a seamless shopper experience. The best way to understand and support the expert community is by being an active part of it! Metrics and Reporting: Monitor and report on key operational metrics, using insights to drive decisions and improvements. 🛠Qualifications Must be able to commit to at least 3 days/week in person in our Denver, CO office location 1-2 years of experience in community management You are genuinely passionate about e-commerce demonstrating a strong desire to explore and expand your expertise across various disciplines. You are friendly and patient; you’re willing to break down information in order to educate people of all different backgrounds about it. You have great writing and communication skills (you’ll be doing quite a bit of both). Exceptional collaboration skills, with the ability to work effectively across different teams and disciplines. Comfortable navigating ambiguity and change, with a proactive approach to tackling challenges. 🎈Bonus points if You thrive when things move fast You have a cute pup 🐶 You appreciate roasted veggies You avoid single use plastic You've seen a mountain goat 🐐 ⚕️Benefits Hybrid work flexibility with the opportunity to WFH 2 days/week Full healthcare benefits (medical, dental, vision) Flexible PTO (at least 15 days / year recommended) At least 1 company retreat to Colorado annually $500 expense reimbursement for qualified fitness and outdoor recreation activities 🚀 Ready to join? Let's do this! The jobs listed are guidelines — not perfect outlines — of who we expect you to be. We'd love to hear from you even if you color outside the lines. At Remark, we're building a workplace where everyone can belong. We're committed to diversity and inclusion and encourage applicants from all backgrounds to join our team. Remark is proud to be an equal opportunity employer.