Shopify Careers

Senior Merchant Success Manager, Large Accounts, ANZ

  • ANZ
  • Sales and Account Management

About Shopify

Opportunity is not evenly distributed. Shopify puts independence within reach for anyone with a dream to start a business. We propel entrepreneurs and enterprises to scale the heights of their potential. Since 2006, we’ve grown to 10,000 employees and generated over $496 billion in sales for millions of merchants in 175 countries.

This is life-defining work that directly impacts people’s lives as much as it transforms your own. This is putting the power of the few in the hands of the many, is a future with more voices rather than fewer, and is creating more choices instead of an elite option.

About you

Moving at our pace brings a lot of change, complexity, and ambiguity—and a little bit of chaos. Shopifolk thrive on that and are comfortable being uncomfortable. That means Shopify is not the right place for everyone.

Before you apply, consider if you can:
  • Care deeply about what you do and about making commerce better for everyone
  • Excel by seeking professional and personal hypergrowth
  • Keep up with an unrelenting pace (the week, not the quarter)
  • Be resilient and resourceful in face of ambiguity and thrive on (rather than endure) change
  • Bring critical thought and opinion
  • Embrace differences and disagreement to get shit done and move forward
  • Work digital-first for your daily work

About the role

Your responsibilities will include: 

  • Engage, manage, retain and grow an assigned book of business
  • Contribute to quarterly and annual targets for retention, growth and merchant health
  • Analyze your merchant’s business needs, identify strategic partnership opportunities, and develop strategies to ensure growth, satisfaction, and retention
  • Prepare, manage and deliver upon key merchant journey milestones, including business reviews and/or executive business reviews, ensuring that success plans are in place and on track
  • Build and cultivate strong relationships with stakeholders within your book of business with a strong understanding of how to think through stakeholder/relationship mapping.
  • Triage and deliver impactful resolutions for merchant initiatives while maintaining strong merchant relationships
  • Assess risk, report and solution upon any pain points affecting the overall health and retention risk related to your book of business
  • Collaborate with other Shopify teams to recommend, plan, and coordinate, ensuring the merchant receives the best possible experience across Shopify
  • Keep senior managers informed of any issues affecting the overall health and retention risk related to your merchants
  • Identify trends across your merchant base looking for common needs and interests in order to share information with Shopify Product and Support teams
  • Identify areas of improvement and make recommendations based on data, analytics and best practices.


  • Minimum 5 years experience managing multiple large / enterprise / fortune 500 type level companies
  • Strong business acumen and experience in providing strategic guidance to customers
  • Strong technical aptitude and proven experience in working with and advising on technical products and integrations
  • Experience in eCommerce (understanding of acquisition, conversion, retention); it is a complex ecosystem with many moving parts, and you need to communicate how they fit together
  • Demonstrated stakeholder management across all levels of the organisations, from C-Suite through to individual contributors
  • Knowledge and experience of developing stakeholder engagement map at a merchant level
  • Proven communication skills with the ability to set expectations and manage difficult conversations and effective storytelling of merchant successes
  • Demonstrate a high-degree of customer-centric thinking, behaviour and track record of experience working cross-functionally between sales and support teams
  • Proven ability to analyse complex situations and data points and develop actionable and strategic insights and tangible plans to lead a cross functional team towards key objectives
  • Experience developing big picture strategy
  • Strong time and project management skills with the ability to assess and prioritise tasks and critical deadlines
  • Excellent collaborator and problem solver
  • Experience providing customer value and driving retention; you should be customer focused in all that you do
  • Experience or training in Digital Marketing (paid advertising, social media, SEO etc); you know the tactics that will drive results
  • Experience with Salesforce, Google Suite, Mode and other tools is a plus.
  • Some travel is expected for this role for an identified portion of your merchant portfolio.

Shopify is now permanently remote, and working towards a future that is digital by default. Learn more about what this can mean for you:

We hire people, not resumes. If you think you’re right for the role, apply now.