Technical Customer Success Manager

Technical Customer Success Manager @ Merchkit

Own the Onboarding Experience for AI-Native Catalog Operations

The Opportunity

We're hiring a Technical Customer Success Manager to own the full lifecycle of getting customers live on Merchkit - and keeping them there. From the first kickoff call to a fully configured workspace with clean data flowing across channels, you'll be the person who makes it happen.

This isn't a relationship management role. You'll be hands‑on in the platform daily - setting up workspaces, configuring imports and exports, mapping Shopify metafields, debugging data mismatches between systems, and using AI tools and spreadsheet formulas to move fast and solve real problems. You'll need to understand what good product data looks like and why it matters for ecommerce outcomes: channel performance, search visibility, listing content creation, etc.

You'll also help build the playbooks, templates, and processes that let us scale onboarding without scaling headcount. If you love the intersection of ecommerce operations, product data, and actually solving problems for customers - this role is yours.

What You'll Do

Customer Onboarding

• Lead new customers through the full Merchkit onboarding process from contract signed to go‑live
• Set up and configure workspaces: data templates, channel mappings, attribute schemas, and import pipelines
• Guide customers in structuring their product data correctly from day one so they see fast time‑to‑value

Data Operations & Technical Configuration

• Handle product data imports and exports across formats (CSV, spreadsheet, API, Shopify)
• Build and validate field mappings between customer systems and Merchkit - including Shopify metafields, custom attributes, and channel‑specific requirements
• Debug mapping errors, validation failures, and formatting inconsistencies before they become customer problems
• Understand spreadsheet formulas and AI tools to clean, transform, and validate product data at scale

Ongoing Customer Success

• Own a portfolio of customers post‑onboarding as their primary point of contact
• Run regular check‑ins to ensure customers are getting value, identify usage gaps, and surface expansion opportunities
• Document common issues, build repeatable processes, and contribute to customer‑facing resources: onboarding playbooks, how‑to guides, data templates

Cross‑Functional Collaboration

• Work closely with product to surface customer feedback and catalog data patterns
• Partner with sales during pre‑sales to scope technical onboarding requirements accurately
• Help build the infrastructure that lets us onboard more customers without proportionally growing the team

What We're Looking For

• Product data fluency: Attributes, variants, SKUs, metafields, taxonomies - this vocabulary feels native to you
• Shopify familiarity: You understand how product data flows in Shopify, what metafields are, and how things break when they're mapped wrong
• AI‑native work style: You actively use AI tools to do your job faster and better — this is a baseline, not a bonus
• Customer communication: You can explain a complex data mapping issue to a non‑technical customer clearly and without condescension
• Operational self‑sufficiency: You're organized, manage multiple customers simultaneously, and don't need to be told what to prioritize
• Attention to detail: You catch errors before customers do

Why You'll Love It Here

• Real impact: You're not improving a support ticket queue - you're directly responsible for whether customers succeed with the product
• Equity & ownership: Stock options and a real seat at the table, plus competitive salary
• Early‑stage upside: Join a small team defining a new category, with the autonomy to build things the right way
• Remote‑first: Work from wherever you do your best work
• Culture: High trust, clear thinking, and no tolerance for theater

What's Next?

If you're excited about:

• Being the reason customers get value from Merchkit faster
• Doing real implementation work - not just managing relationships
• Building the systems and playbooks that scale customer success
• Working at the intersection of ecommerce, AI, and structured data

…we'd love to talk.

🤝 Our Interview Process

1. Initial conversation with the team
2. A short practical exercise - something close to real work you'd do in this role
3. Final conversation and offer

At Merchkit, we believe diverse teams build better products. We welcome applications from everyone, regardless of background.

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