Note: The job is a remote job and is open to candidates in USA. Mech is seeking a mid-level Account Manager to manage relationships with its growing merchant base and drive new merchant acquisition. The role focuses on post-onboarding account management, product demonstrations, retention and expansion, merchant success, and CRM pipeline management for ecommerce and Shopify customers.
Responsibilities
- Manage a book of existing Mech merchants, serving as their primary point of contact post-onboarding
- Conduct product demos for prospective merchants and guide them through the sales process
- Drive retention, expansion, and upsell opportunities within your merchant portfolio
- Proactively reach out to merchants to review platform usage, share best practices, and identify growth opportunities
- Collaborate with the product team to relay merchant feedback and feature requests
- Assist merchants in getting the most out of Mech features including Live Chat, AI Agents, Self-Service Portal, and Shopify integrations
- Monitor merchant health metrics and identify at-risk accounts before churn occurs
- Maintain accurate records of merchant interactions and pipeline activity in the CRM
- Represent Mech professionally in all merchant-facing communications
Skills
- 3+ years of experience in account management, customer success, or a closing sales role at a SaaS company
- Proven track record of meeting or exceeding retention and expansion targets
- Familiarity with the Shopify platform: understanding of how Shopify stores operate, common merchant pain points, and the app ecosystem
- Strong communication and relationship-building skills with the ability to engage merchants at all levels
- Comfortable running product demos and handling objections in a consultative sales environment
- Self-motivated and organized, able to manage a large book of business independently in a remote environment
- Experience with CRM tools such as HubSpot or Salesforce
- Experience working with ecommerce brands or Shopify merchants strongly preferred
- Experience at a Shopify app company, ecommerce platform, or helpdesk/CX SaaS tool
- Knowledge of customer support workflows, helpdesk platforms, or live chat tools
- Experience with self-service or AI-powered support tools
Benefits
- Health benefits
- Flexible schedule
- Career growth opportunities
- Collaborative team culture
- Education & learning benefits
- Generous PTO & holidays
Company Overview