Job description

The Senior Merchant Success Manager at Salla is responsible for overseeing a portfolio of scaled accounts to ensure successful utilization of Salla's e-commerce platform. This role involves serving as a strategic consultant, assisting merchants in achieving objectives, driving adoption, and enhancing customer satisfaction. Key aspects include leading Customer Success Managers, driving gross and net retention, implementing process automation and optimization, collaborating with cross-functional teams, analyzing customer digital journeys, developing best practices for communication across the customer lifecycle, identifying churn reasons, and implementing proactive retention strategies. The role requires experience in digital adoption, revenue management, data analysis, E-commerce, payment, shipping, and logistics domains, and proficiency in MS Excel.