Merchant success lead

Location: Remote


As a Merchant Success Lead, you’ll champion merchants’ needs to the rest of the team. Building relations is important to you and are proficient at communicating between multiple parties.


  • Educating merchants on platform use and new features as they become available
  • Owning and improving the onboarding process
  • Clarifying merchant delivery needs to set them up with strategies for success
  • Setting clear expectations
  • Recommending helpful features/ strategies to merchants based on changing needs
  • Responding in a timely manner to merchant queries
  • Proactive communication with merchants to mitigate foreseeable issues
  • Collaborate and troubleshoot on important issues for Merchants
  • Build relationships with Merchant partners by being main contact and expert for our highest revenue Merchants for their support operations
  • In general, being a positive, efficient point of contact so that even when things go wrong, merchants feel supported
  • Promote retention and overall Merchant success through service.
  • Helping to identify gaps/ issues for the team to solve that would improve the merchant experience
  • Prioritize and escalate issues in partnership with our teams
  • Communicate, validate and track Merchant feedback to inform updates to our products and tools
  • Learn the Trexity platform and be able to find ways to create more value for our merchants

Experience and skills

  • 2 years of experience with account management, customer support, hospitality or in related field
  • Previous industry experience
  • Worked with a CRM tool (we use Hubspot)
  • Proficiency in excel (can perform complex functions)
  • Experience providing advisory and partnership-level support through both proactive and reactive interactions with customers
  • Experience advocating for customer experience within a team or initiative
  • You have experience in an account management or customer service role
  • You are a proven relationship builder
  • Are able to prioritize multiple competing priorities
  • You are a creative thinker to solve problems in real time.


  • Equal opportunity employer
  • Full health benefits from day one
  • 3 weeks vacation
  • Employee Share Option Plan
  • Remote work

Send your resume and explain why you want to work with Trexity to

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