Merchant Success Associate

Summary

Skio is a company helping Shopify brands grow through subscription commerce. The Merchant Success Associate will manage scaled onboarding and activation programs for Growth tier merchants, create educational content, promote product adoption and self-service, and mitigate churn through proactive outreach.

Responsibilities

• **Scaled Success Program Management:** You’re the architect of the "one-to-many" model. You’ll design and run onboarding and audit calls, automated email campaigns, and in-app messaging to guide massive cohorts of merchants toward subscription greatness
• **Rapid Onboarding & Activation:** You own the "First 90 Days." Your goal is to make onboarding so smooth that merchants hit their "aha!" moment instantly, ensuring maximum time to value from day one
• **Content Creation:** Partner with Marketing and Product to create killer educational resources. Whether it’s a quick video tutorial, a best-practice guide, or a "how-to" article, you’ll make complex features feel simple
• **Churn Mitigation:** You’ll keep a close eye on merchant health metrics. When an account looks like it’s hitting a roadblock, you’ll be ready with proactive, scalable outreach to get them back on track
• **Product Adoption Expert:** You’ll be a master of the Skio platform, showing merchants how to leverage our core features to drive their own ROI and simplify their business
• **Champion of Self-Service:** Your mission is to empower merchants, creating a library of resources that reduce the need for support and drive success

Skills

• **1–8 Years of Experience:** You've cut your teeth in a fast-paced environment like Customer Success, Onboarding, Sales Dev, or Tech Support—ideally within subscription or the Shopify ecosystem
• **Automation Mindset:** You love the idea of "one-to-many." You're comfortable (or eager to learn) using tools like Planhat for email sequencing, automation, and scaled communication
• **Communication Pro:** You're a natural at simplifying the complex. You can write clear, punchy, and actionable guidance that merchants actually enjoy reading
• **Hyper-Organized:** You can juggle a high volume of accounts without breaking a sweat, staying process-driven and proactive even when things move fast
• **Resourceful & Scrappy:** You don't wait for a playbook - you help write it. You're excited about finding scalable solutions in a high-growth environment
• -A passion for building your own Shopify stores or subscription experience (tech or brand side)
• -A deep network within the Shopify Plus partner ecosystem
• -Experience as a merchant/user of Skio (show us your Skio!)
• -Experience in a startup where you had to build processes from scratch

Qualifications

Must Haves

• **1–8 Years of Experience:** You've cut your teeth in a fast-paced environment like Customer Success, Onboarding, Sales Dev, or Tech Support—ideally within subscription or the Shopify ecosystem
• **Automation Mindset:** You love the idea of "one-to-many." You're comfortable (or eager to learn) using tools like Planhat for email sequencing, automation, and scaled communication
• **Communication Pro:** You're a natural at simplifying the complex. You can write clear, punchy, and actionable guidance that merchants actually enjoy reading
• **Hyper-Organized:** You can juggle a high volume of accounts without breaking a sweat, staying process-driven and proactive even when things move fast
• **Resourceful & Scrappy:** You don't wait for a playbook - you help write it. You're excited about finding scalable solutions in a high-growth environment

Nice to Haves

• -A passion for building your own Shopify stores or subscription experience (tech or brand side)
• -A deep network within the Shopify Plus partner ecosystem
• -Experience as a merchant/user of Skio (show us your Skio!)
• -Experience in a startup where you had to build processes from scratch

Benefits

• Remote-first culture: work from wherever you are with no commute and no borders