We are seeking a Regional Merchant Success Manager to support and grow small and medium-sized business (SMB) grocery partners on a leading delivery platform.
In this role, you will manage a portfolio of approximately 75 merchants, build strong relationships and help grocery businesses improve their performance, increase revenue, and maximize platform adoption.
The ideal candidate has experience in sales, account management, customer success, or business operations, with a strong focus on outbound merchant engagement, retention, and revenue growth.
This role combines relationship management, data-driven recommendations, and consultative selling to help merchants achieve their business goals.
Key Responsibilities
Manage a portfolio of approximately 75 grocery merchants, maintaining regular communication through outbound calls and email outreach.
Monitor merchant performance, identify potential risks, and proactively recommend strategies to improve business results.
Conduct and present Quarterly Business Reviews (QBRs), highlighting performance trends, revenue opportunities, and growth strategies.
Identify opportunities to increase merchant revenue through improved listings, enhanced platform visibility, advertising, promotions, and product adoption.
Support merchant retention, reduce churn, and identify opportunities for new store openings and business expansion.
Collaborate with internal growth teams to identify relevant products and solutions that align with merchant needs.
Manage inbound merchant requests while prioritizing strategic outreach and account development activities.
Maintain consistent outreach and follow-up efforts, adapting sales approaches and communication strategies to engage merchants and achieve performance goals.
Use CRM platforms, spreadsheets, and AI-powered tools to analyze data, streamline workflows, and improve productivity.
Required Qualifications
1–2+ years of experience in client-facing sales, account management, customer success, or business operations.
Experience in outbound sales and/or account management, including ownership of a portfolio of accounts and responsibility for retention and growth.
Proven ability to build client relationships, improve customer satisfaction, and drive product adoption.
Experience using Salesforce or similar CRM platforms.
Intermediate to advanced proficiency in Google Sheets or Microsoft Excel, including managing complex spreadsheets and analysing data.
Strong communication, presentation, relationship-building, and problem-solving skills.
Ability to understand customer needs and provide tailored recommendations that support business objectives.
Comfort working in a fast-paced, target-driven environment while maintaining consistent outreach and follow-up.
Familiarity with AI tools, or a willingness to learn and apply AI to improve efficiency and business outcomes.
Preferred Candidate Profile:
Experience supporting small and medium-sized businesses, grocery retailers, merchants, or e-commerce partners.
Strong consultative selling and account growth skills.
Ability to interpret performance metrics and translate insights into actionable business recommendations.
A proactive, resilient, and customer-focused approach to managing merchant relationships and achieving results.
Applicant Notices & Disclaimers
For information on benefits, equal opportunity employment, and location-specific applicant notices, click here
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position's pay range is $33.48/hr - $34.48/hr.
