Merchant Success Lead

About Trexity:

Trexity is redefining local delivery, making it faster, more efficient, and more accessible for merchants of all sizes. As part of our Merchant Success team, you’ll play a key role in ensuring our merchants thrive while leveraging our platform to grow their business.

Role Overview:

As a Merchant Success Lead, you will manage and nurture ongoing relationships with our merchant partners. You’ll onboard new merchants, provide guidance to ensure a smooth start, and continuously support them in growing their delivery volume. Your ability to drive results, increase retention, and maintain high satisfaction levels will be critical in achieving success in this role.

Key Responsibilities:

• Build and maintain strong, long-term relationships with assigned merchants.
• Onboard new merchants, ensuring a seamless experience and setting them up for success on the Trexity platform.
• Proactively identify opportunities to increase merchant engagement, delivery volume, and platform usage.
• Act as the primary point of contact for your book of business, addressing any concerns, answering questions, and providing ongoing support.
• Monitor key performance metrics, including conversion rates, retention rates, and NPS scores, and work towards consistently improving these.
• Collaborate closely with internal teams (Sales, Product, Customer Support) to ensure a cohesive merchant experience.
• Provide feedback and insights to help improve our product and service offerings.
• Conduct regular business reviews with merchants to evaluate performance and identify growth opportunities.
• Achieve and exceed set targets related to merchant retention, growth in delivery volume, and overall satisfaction.

Qualifications:

• 1-2 yrs of proven experience in account management, client success, or a similar role, preferably within the technology, e-commerce, or logistics sectors.
• Strong interpersonal and communication skills with the ability to build lasting relationships.
• Analytical mindset, comfortable with data, and the ability to track and improve key performance metrics.
• Ability to work independently and prioritize in a fast-paced, dynamic environment.
• A passion for helping businesses grow and succeed through effective solutions.
• Familiarity with CRM software (Hubspot, Zendesk) and customer success tools would be considered an asset.
• Multi-sided marketplace experience is an asset

Why Trexity?:

At Trexity, we believe in empowering local merchants with fast, efficient delivery solutions. You’ll be joining a team that’s passionate about innovation, merchant success, and driving real impact. We offer a dynamic work environment, growth opportunities, and the chance to make a difference.

Send your resume and explain why you want to work with Trexity to careers@trexity.com.