Account Manager (B2B E-commerce)

Persona is a recruiting and staffing company that hires exceptional people from 98 countries into full-time, long-term remote roles with the most ambitious companies on earth.

Our clients include Fortune 500 enterprises, fast-growing startups backed by Sequoia, Founders Fund, and Andreessen Horowitz, and high-performing companies of every size in between. We offer roles in project management, operations, finance, design, marketing, customer success, and more. Every hire is for a specific open position: one person, one dedicated client, built to last.

Every offer we make is for an open role with a single client — the kind of role that's almost impossible to find on your own: industry-leading pay set against your experience and skill, real career growth, and a stable seat at a serious company, working from home, anywhere in the world.

Persona was founded in 2018 by two Stanford graduates on a simple idea: talent is everywhere, but opportunity isn't. By recruiting globally for specific client roles, we've grown into one of the fastest-growing companies in the global staffing industry. Every applicant goes through the same steps, and each one is designed to let you show what you can actually do.

We hire people who care about the craft of their work, take ownership without being asked, and want to build a career rather than just hold a job. If that's you, and one of our open roles fits, we'd like to meet you.

Role Summary

We are hiring a relationship-driven Account Manager to support merchants in a fast-paced B2B e-commerce environment. Unlike a generalist AM, this role requires technical fluency: you will guide merchants through onboarding, integrations, KYC/KYB, analytics dashboards, and operational workflows, while coordinating with engineering, product, data, and support teams to resolve technical issues. Candidates should be comfortable explaining APIs, payment flows, and cross-border commerce concepts in plain language.

Key Responsibilities

• Serve as the primary point of contact for merchants, leading onboarding, weekly check-ins, and performance reviews

• Guide merchants through platform features, API integrations, analytics dashboards, and operational workflows

• Track and shepherd merchant submissions including KYC/KYB requirements through to completion

• Troubleshoot operational and technical issues by coordinating with engineering, product, data, and support teams

• Provide weekly metrics and trend analysis on sales, risk, traffic, fulfillment, and conversion

• Build PowerBI/Tableau reports and client-facing summaries to drive business reviews

• Document merchant communications, decisions, and tickets across internal systems

• Escalate high-risk concerns and partner internally on remediation or product fixes

• Identify upsell and cross-sell opportunities tied to merchant performance and platform capabilities

Required Qualifications

• Minimum 3 years of experience in account management or customer success, ideally supporting e-commerce brands or B2B SaaS

• Strong verbal and written English communication; able to lead calls confidently

• Ability to explain technical or operational topics (APIs, integrations, payments, fulfillment) in simple terms

• Strong organizational skills with proven ability to manage multiple merchant accounts simultaneously

• Hands-on experience with analytics and reporting tools such as PowerBI or Tableau

• Comfort with spreadsheets and data analysis

• Fully fluent in English

• Ability to commit long-term and full-time

Preferred Qualifications

• Familiarity with merchant tools, API-enabled systems, payment platforms, logistics, or cross-border commerce

• Experience supporting marketplace, fintech, or payments products

• Background in KYC/KYB, fraud, or compliance workflows

• Experience with Shopify, BigCommerce, Magento, or similar e-commerce platforms

Tools & Technologies

• PowerBI, Tableau, Looker, Google Sheets, Excel, JIRA, Zendesk or Intercom, Salesforce or HubSpot, Slack, Zoom; APIs, webhooks, SQL exposure (a plus)

Core Competencies

• Technically fluent without being an engineer

• Comfortable as the merchant's voice inside the company

• Highly organized with strong follow-through

• Cool under operational pressure

• Cross-functional collaborator

What We Offer

• Best salaries in the industry

• Work from anywhere permanently

• Opportunities for growth and advancement

• A fast-paced and collaborative environment

• A warm, people-first company culture

• Get paid in your currency of choice

• Full benefits

This is a full-time, long-term remote position dedicated to one client company. Persona provides onboarding and ongoing employment support for this position.