Merchant Success Manager

At SOUS, we help independent food & beverage entrepreneurs grow. Our AI-powered SaaS platform enables new revenue streams, online visibility, and stronger customer relationships.

As we enter our next phase of growth, we’re searching for a Merchant Success Manager who can build the function that helps merchants succeed across onboarding, activation, retention, and growth. This role is critical in freeing up leadership from day-to-day execution while driving direct impact on merchant revenue, retention, and long-term value. If you are excited about building structure, leading people, and helping merchants grow on a fast-scaling platform, we’d love to meet you.

• Own the full Merchant Success function across onboarding, activation, retention, and growth.
• Build the processes, playbooks, and operating rhythms that help merchants get value from SOUS quickly and consistently.
• Lead and develop the Merchant Success team while setting a high bar for ownership, speed, and quality.
• Ensure merchants are onboarded successfully, adopt the platform, and continue to grow over time.
• Create structure that reduces founder and leadership dependency on day-to-day execution.

• Manage merchants from onboarding through activation and ongoing success.
• Help merchants understand how to use the platform and how to get value from it.
• Proactively follow up with merchants on next steps, gaps, and opportunities.

• Identify opportunities to increase merchant retention, platform adoption, and revenue growth.
• Use performance insights to guide merchant conversations and improve outcomes.
• Work closely with Ops, Product, and Commercial to improve merchant experience and remove friction.

• You have strong experience in Merchant Success, Customer Success, Account Management, or Growth in a fast-moving environment.
• You know how to build structure, coach people, and create accountability.
• You are comfortable owning both strategy and execution.

• You understand that success is not just support, but also activation, retention, and revenue growth.
• You know how to spot opportunities to grow merchant value over time.
• You are data-driven and comfortable using performance insights to drive action.

• You like creating processes, teams, and systems from the ground up.
• You bring clarity where things are still messy.
• You are proactive and do not wait for others to define the next step.

• Experience in hospitality, e-commerce, SaaS, or marketplaces.
• Experience leading onboarding or retention teams.
• Experience with HubSpot, Stripe, Shopify, or similar tools.