Job Description

Merchant Success Manager


Meet Upside:

Upside is a high-growth retail technology company driving hundreds of millions of dollars in proven profit to brick and mortar businesses. Unlike the many apps and services that provide discounts to consumers but actually hurt retailer profitability, Upside is the only two-sided marketplace that provides proven incremental profit to retailers. Tens of thousands of retailers nationwide are seeing a 52% ROI on averageresults that have been independently audited by Fortune 500 and third-party analytics companies. On the consumer side of the marketplace, millions of users power $5 billion in purchases through the Upside platform every year. They use our top-rated mobile app to see 2 to 3 times more value on their purchases than with any other product. By helping people and businesses do better, communities grow stronger. You’ll join a Team whose experience hails from places such as Google, Uber, Instacart, Capital One, and MasterCard with proven startup executives and venture capitalists.

Upside was named #2 on Deloitte’s 2021 list of Fastest Growing 500 Tech Companies and #308 in Inc.’s America’s fastest growing private companies of 2022. Upside’s Series D was raised in March 2022 and led by General Catalyst at a $1.5B valuation. Other investors include Bessemer Ventures and Formation8.

About the Job:

As a Merchant Success Manager at Upside, you’ll be part of a groundbreaking team whose goal is to help merchants succeed in their business goals by leveraging the Upside platform after onboarding. This role will dig deep to understand the layout of our merchants’ technical infrastructures and teach them how to creatively address the needs of their users to achieve their ROI goals. You’ll build deep relationships and translate significant, complicated merchant needs into straightforward, measurable solutions.

What You’ll Do:

  • Provide long-term merchant education and training for both merchant-specific and wide band audiences.
  • Develop healthy merchant relationships by building trust and transparency, evaluating and analyzing merchant needs, and providing technical support to improve the overall merchant experience.
  • Educate yourself and the team on each merchant’s business in order to serve as a top merchant advocate.
  • Promote merchant loyalty, and encourage merchants to upgrade their products through continuous communication and evaluation of Upside offerings.
  • Attend and support merchant QBRs.

What You Need:

  • 3+ years of experience serving in a customer, merchant success, or product support role for a SaaS or technical platform.
  • Ability to learn and adopt new technologies.
  • Ability to build and maintain relationships with Executive decision-makers and subsequently educate and influence using data to tell a compelling story.
  • Consistent record of expansion and product adoption within your book of business, and experience supporting accounts for a product that solves complex problems across many business units.
  • Excellent creative and critical thinking skills, as well as strong communication and presentation skills, as much of our day-to-day is spent thinking of and presenting solutions to merchants.
  • Adaptable nature and the willingness and ability to shift strategies quickly to meet merchant needs.

The Fine Print:

  • Location: This is a fully-remote role that may sit anywhere in the United States. You’re welcome to work from our DC, Austin, Chicago or New York office if you’re in-region! Full Covid-19 vaccination is required to enter our Upside offices.
  • Notice to recruiters and placement agencies: This is an in-house search with a dedicated recruiter. Please do not submit resumes to any person or email address at Upside. Upside is not liable for, and will not pay, placement fees for candidates submitted by any party or agency other than its approved recruitment partners.

At Upside, we believe that diversity drives innovation. Our differences are what makes us stronger. Were passionate about building a workplace that represents a variety of backgrounds, skills, and perspectives and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Everyone is welcome here, come join us!