Merchant Success Manager

Merchant Success Manager Help our merchant customers get the most value out of everything that comes back We give returned products a second life at scale, and more and more merchants work with us — from Nordic telecoms and electronics retailers like DNA and Verkkokauppa.com to furniture, DIY and home brands across Europe. Our merchant acquisition team brings new customers on board; you make sure they get the full value of Renow from day one. You get them up and running, you know how they're doing before they do, and you find new ways we can help them. You also keep our AI sales machine, the one that finds the next customers, running smoothly. How we work at Renow Renow is an agentic recommerce platform that connects retailers, merchants and 3PLs through partner warehouses and automated grading. Merchants and retailers send us their returns, trade-ins and buyback volumes; we turn what is usually a cost centre into a profit centre and help consumers buy quality second-hand products from brands they trust. We're on a mission to make recommerce mainstream. Our team is small and sharp. We move fast, AI is embedded to everything we do and we expect people to take ownership of outcomes rather than tasks. We're backed by respected investors and in a growth phase that means new markets and new partners across Europe. Is this for you? - You measure success in the value your merchants get, not in meetings held. - You've helped a customer discover something they didn't know they needed. - You'd rather pick up the phone than wait for a problem to show up in a report. - You use AI every day and let it take the repetitive work, so you have more time for people. - You prefer startup speed over corporate process. Tick most yes? Here's what the role looks like. What you'll do Get merchants up and running. Kick-off walkthroughs, onboarding into our tools and logistics, and the first 90 days until their returns flow to us steadily. Grow together. Understand each merchant's business and find where we can help more: more categories, more countries, trade-in, buyback, excess stock. Bring the bigger opportunities to our merchant acquisition team and work them together. Keep them happy. Measure customer satisfaction and the value they get from us, run regular reviews, and act on what you hear. Be the human connection. Our tools already sit inside our merchant customers' returns flow. You build the relationships across their organisation that keep Renow the obvious choice. Scale it. Not every customer needs a monthly meeting. Use automation and AI to follow how smaller customers are doing and keep them engaged. Then write the playbook so it works in every market. Run our AI sales machine. Keep our automated outreach (email, LinkedIn, AI calls) and CRM running for the merchant acquisition team, and make it better every month. What we're looking for Experience. 2–5 years in merchant customer success or a similar customer-facing role with B2B customers, ideally in e-commerce, retail or logistics. Value creation. You've helped existing customers grow with you, and you can show them that value in numbers. Relationships. People trust you quickly, from the warehouse floor to the boardroom. Analytical and AI-native. You build your own reporting, and you don't just use AI tools, you run them: you're comfortable operating automations and agents and fixing them when they break. Communication. Fluent English. Nordic languages or German are a strong plus. Practicalities - Location: Helsinki HQ, hybrid, with travel to customers when it matters. - Type: Full-time. - Salary: In line with market + stock options. - Growth: You're our first dedicated customer success hire. This role grows as we grow. Interested? Send your CV here in LinkedIn and put brief answers to these at the top of the document: 1. Tell us about a customer you helped get more value from working with you. What did you change, and what did the numbers do? 2. A customer started with us three months ago but sends far less than they could. What do you do in your first two weeks? This role is open now. If it resonates, reach out sooner rather than later.