About the role:

We are seeking a Strategic Brand Partner (SBP) to manage and grow relationships with our clients. The ideal candidate will manage customer relationships to drive adoption, ensure renewals, and identify and nurture upsell opportunities, ultimately fostering customer advocacy and satisfaction.

As part of the joint customer journey, you will work closely with clients to optimize their checkout performance, driving improved revenue outcomes, and share best practices to drive the customers business KPIs including AB testing strategies and occasional data reviews.

Key Responsibilities:

• Oversee all customer activities and manage account relationships from business relationship to hands on setup
• Focus on ensuring customer renewals and preventing churn
• Identify and foster opportunities for upselling and cross-selling
• Perform business reviews and work with the customer on a mutual success plan
• Drive Product Adoption
• Align and understand the customer’s goals and KPIs, validate we maximize PDQ’s ROI
• Track the customer performance and support them in improving those KPIs over time
• Train the customer on PDQ’s platform to meet their business goals and leverage the full potential of the platform
• Serve as a subject matter expert on our platform for our customers
• Lead client onboarding, ensuring a smooth and successful implementation.
• Effectively collaborating with internal teams including sales, support , product management, R&D, etc.
• Stay up-to-date with the latest product developments, industry trends, and emerging technologies to offer top-notch support to customers
• Travel to customer sites, local and abroad, as required
  
  

Requirements:

Required Domain Experience

• Experience working in or directly serving DTC ecommerce brands - either in-house at a Shopify/Shopify Plus merchant or at an agency embedded with merchants.
• Hands-on operator experience owning ecommerce KPIs (conversion rate, AOV, checkout completion, revenue per session) — you've personally moved these numbers, not just reported on them.
• Deep fluency in the Shopify / Shopify Plus ecosystem: themes, apps, checkout extensibility, and the merchant's daily reality of running a store.
• Comfortable working cross-functionally with founders, CX, and growth teams.
  
  

Required Customer Success Skills

• Proven track record of meeting or exceeding renewal and business targets.
• Analytical mindset with the ability to gather and interpret data to drive decisions.
• Exceptional communication and relationship-building skills, with a proactive, problem-solving approach and a passion for delivering value to clients.
• Highly motivated and impact-driven; quick to learn, thrives in a fast-paced, collaborative environment.
  
  

Logistics

• Fluent in English, both written and spoken.
• Experience working with clients in North America, and willingness to work flexible hours to support both U.S. and Israel time zones.
  
  

Nice to Have

• Background in customer service or CX-led brands — we want someone with the instinct to treat merchants as partners, not tickets.