Merchant Success Manager (Sports & Outdoor)

👋 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 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 Customer Success Manager to ensure that brands on Remark’s platform get the most value from our product. This role is all about building relationships, driving engagement, and using data-driven insights to help brands succeed once they’re onboarded. You’ll work closely with our brand partners, analyzing performance data, identifying trends, and providing strategic recommendations to help them grow their business with Remark. The ideal candidate is proactive, highly organized, customer-obsessed, and analytical—able to not only manage relationships but also quantify and communicate Remark’s impact through key performance metrics. If you love working directly with customers, solving problems, making data-backed recommendations, and taking ownership of relationships, this role is for you.

📓Responsibilities

• Build Strong Relationships: Serve as the primary point of contact for a portfolio of merchant partners in the sports and outdoor vertical. Understand their business goals, keep in close contact, and become their trusted advisor (and maybe even their favorite person to email when things go right or wrong).

• Strategic Guidance: Conduct regular check-ins and strategy sessions with merchants to review performance, share insights, and brainstorm ways to boost their KPIs (think conversion rates, AOV, customer retention – all the fun acronyms). You’ll help them plan a path to success and keep them excited about new features and best practices.

• Hands-On Support: Be a problem-solving hero. When a merchant runs into a roadblock or has a “How do I...?” question, you’re on it. Troubleshoot issues, answer questions, and coordinate with our product and tech teams to squash bugs or implement solutions. Essentially, you make sure no question goes unanswered and no problem goes unsolved.

• Data-Driven Insights: Dive into usage data and shopping trends to provide merchants with actionable insights. For example, you might analyze a merchant’s dashboard and discover an opportunity to increase sales by tweaking how they use our product guidance widget. You’ll turn numbers into narratives – translating data into “aha!” moments and clear recommendations for our clients.

• Voice of the Customer: Advocate for your merchants internally. Gather their feedback and wish-list items and share these with the product team to help inform our roadmap. If multiple merchants are asking for a new feature or an improvement, you’ll make sure we hear it loud and clear.

• Collaborate & Coordinate: Work closely with Sales, Marketing, and Engineering to ensure merchant happiness. You might team up with Sales to identify growth opportunities within existing accounts, or with Marketing to co-create a case study celebrating a merchant’s success. It’s all one big team effort to make our merchants successful and happy.

• Drive Retention & Growth: Monitor merchant “health” metrics (adoption, satisfaction, results) and proactively tackle any risks or upsell opportunities. Your goal is to keep our merchants loving Remark – renewing their contracts, expanding their usage, and singing our praises to other potential customers.

🛠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 ability to build and maintain relationships with key decision-makers and drive customer engagement

• Experience analyzing customer data and performance metrics using tools such as Excel, Looker, PowerBI, etc. to showcase Remark’s value and improve retention

• Strong organizational skills, able to manage multiple accounts while balancing strategic initiatives and daily operations

• Deep knowledge of online shopping trends and a passion for sports and the outdoors

🎈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

$55k-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.