Merchant Success Manager

Title: Merchant Success Manager Location: Amsterdam, Netherlands At SOUS, we help independent food & beverage entrepreneurs grow. Our AI-powered SaaS platform enables new revenue streams, online visibility, and stronger customer relationships. As we enter our next phase of growth, we’re searching for a Merchant Success Manager who can build the function that helps merchants succeed across onboarding, activation, retention, and growth. This role is critical in freeing up leadership from day-to-day execution while driving direct impact on merchant revenue, retention, and long-term value. If you are excited about building structure, leading people, and helping merchants grow on a fast-scaling platform, we’d love to meet you. ## Taken **Build and lead Merchant Success** * Own the full Merchant Success function across onboarding, activation, retention, and growth. * Build the processes, playbooks, and operating rhythms that help merchants get value from SOUS quickly and consistently. * Lead and develop the Merchant Success team while setting a high bar for ownership, speed, and quality. * Ensure merchants are onboarded successfully, adopt the platform, and continue to grow over time. * Create structure that reduces founder and leadership dependency on day-to-day execution. **Drive merchant onboarding, adoption, and retention** * Manage merchants from onboarding through activation and ongoing success. * Help merchants understand how to use the platform and how to get value from it. * Proactively follow up with merchants on next steps, gaps, and opportunities. **Drive merchant value and commercial growth** * Identify opportunities to increase merchant retention, platform adoption, and revenue growth. * Use performance insights to guide merchant conversations and improve outcomes. * Work closely with Ops, Product, and Commercial to improve merchant experience and remove friction. ## Vereisten **Leadership and Ownership:** * You have strong experience in Merchant Success, Customer Success, Account Management, or Growth in a fast-moving environment. * You know how to build structure, coach people, and create accountability. * You are comfortable owning both strategy and execution. **Commercial Mindset:** * You understand that success is not just support, but also activation, retention, and revenue growth. * You know how to spot opportunities to grow merchant value over time. * You are data-driven and comfortable using performance insights to drive action. **Builder Mentality:** * You like creating processes, teams, and systems from the ground up. * You bring clarity where things are still messy. * You are proactive and do not wait for others to define the next step. **Bonus Points For:** * Experience in hospitality, e-commerce, SaaS, or marketplaces. * Experience leading onboarding or retention teams. * Experience with HubSpot, Stripe, Shopify, or similar tools. ## Benefits * Competitive Salary - you’ll grow with us. * Shape the Future: Your contributions will define what SOUS becomes. * Flexibility: While we’re primarily on-site, we value flexibility when it makes sense. * Passion-Driven Team: Join a group of foodies and techies who love solving big problems. * High Impact: Be part of a mission that’s changing the way F&B creators succeed. 1. A 15-minute intro call to get to know each other. 2. A 60-minute interview. 3. A case study. 4. A final chat with one of our founders **Ready to make an impact? Let’s build something incredible together.**