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.
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.
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.
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
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 🐐
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
$70k-135k
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.
Salary: 70K - 135K USD a year
Remark! is a Deaf led organisation, established in 1999. We are passionate about the Deaf community and provide a range of services to meet the needs of our clients.
Our services include BSL interpreting, BSL training, subtitling, in-vision, support workers and room hire at our central London venue.
Remark! Living is the name of our outreach service to support Deaf clients to live independently at home. We provide support to Deaf clients with a range of needs; we offer mental health support, youth mentoring, support people with disabilities and elderly people.
Remark! Access has a studio at our building in central London which is equipped with a full green screen backdrop. Here, we film our BSL translation, provide subtitling and voiceover services to make content accessible for Deaf audiences.
Remark! Training focuses on delivering a range of BSL Training including Level 1 to Level 6 courses, interpreting courses and workshops as well as Deaf Awareness workshops to external companies.
Remark! Interpreting provide BSL interpreters, Communication Support Workers, note-takers, palantypists and Deaf Relay Interpreters UK wide.
Remark! Events
We have 6 rooms available for hire, all ranging in sizes to suit a variety of events from meetings, training, conferences and parties.
It’s not all about business though, we also invest in the Deaf community through Remark! Community, our charity arm who run a range of projects including Play schemes and Youth Clubs for Deaf Children, as well as clubs for Deaf adults and Lunch Clubs for Older Deaf people.
