The Revenue Operations team at Auctane provides operational and enablement support to the merchant-facing teams within the Revenue organization.                                                      

Strategic Imperative:

The Senior Merchant Success Operations Manager will be responsible for the design, implementation and optimization of processes designed to maximize merchant adoption and retention and to improve employee productivity within the Merchant Success team.  You will report to the Senior Director, Global Sales Operations and partner with Merchant Success leadership to further our goal of putting the Merchant at the center of everything we do through actionable merchant intelligence along customer journeys.

Primary Objectives:

  1. Provide operational support for the Merchant Success organization.
  2. Manage and improve business processes.
  3. Responsible for the architecture, configuration, and administration of Gainsight.

Qualifications - To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Essential Position Duties (typical monthly, weekly, daily tasks which support the primary objectives):

  • Drive adoption of Merchant Success plays that drive increased product adoption and reduced churn
  • Ensure the Merchant Success team has the tools and information needed to successfully deliver value to the merchant.
  • Document current processes, workflows and automations. Identify gaps and drive process improvement.
  • Provide day-to-day operational support of the Merchant Success Team, including reports, dashboards and Gainsight user support.
  • Responsible for Gainsight administration, adoption and roadmap for success.
  • Align Auctane Merchant Success strategies with optimal Gainsight capabilities and features to drive increased merchant adoption and retention.
  • Make recommendations to improve efficiency through the development and adoption of Gainsight best practices.
  • Work cross functionally to provide data-driven business insights and recommended action plans, leveraging insights from Gainsight as well as other internal data systems.

Required Education and/or Experience:                                                         

  • Three or more (3+) years expense is a sales operations or related role.
  • Three or more (3+) years Gainsight administration experience.
  • Gainsight Certified Administrator.

Preferred Education and/or Experience:                                          

  • One or more (1+) years Gainsight end-user experience.
  • Five or more (5+) years as a Salesforce power user.
  • Bachelor’s degree.

Skills and Knowledge:

  • Proficient in Gainsight Journey Orchestrator to support Tech Touch and Low Touch programs as well as aggregating customer engagement analysis to enable predictive outcomes.
  • Familiarity with common integration points for Gainsight.
  • Strong relationship management acumen.
  • Ability to manage multiple projects and priorities.
  • Expert communication and conversational skills.
  • Strong analytical, critical thinking and problem-solving skills

Computer/Software/Application Proficiency:                                         

  • Gainsight
  • com
  • Google Suite

Travel Requirements:

  • Less than 10%.

Additional Position Duties: (The following is a list of what all employees, except those with medical accommodation, may be regularly required to do.)

  • Sit for prolonged periods of time
  • Utilize wrist and hands for a prolonged period of time
  • Walk short distances
  • Stand for short periods
  • Speaking and conversing with others
  • Lift up to 25lbs without assistance up to chest height

Equal Opportunity Employer/Veterans/Disabled

If you are based in California, we encourage you to read this important information about the ShipStation Privacy Policy for California residents linked here.


Apply for this Job

* Required

When autocomplete results are available use up and down arrows to review
+ Add Another Education
+ Add Another Employment

U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at ShipStation Careers are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Form CC-305

OMB Control Number 1250-0005

Expires 05/31/2023

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

We are a federal contractor or subcontractor required by law to provide equal employment opportunity to qualified people with disabilities. We are also required to measure our progress toward having at least 7% of our workforce be individuals with disabilities. To do this, we must ask applicants and employees if they have a disability or have ever had a disability. Because a person may become disabled at any time, we ask all of our employees to update their information at least every five years.

Identifying yourself as an individual with a disability is voluntary, and we hope that you will choose to do so. Your answer will be maintained confidentially and not be seen by selecting officials or anyone else involved in making personnel decisions. Completing the form will not negatively impact you in any way, regardless of whether you have self-identified in the past. For more information about this form or the equal employment obligations of federal contractors under Section 503 of the Rehabilitation Act, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at

How do you know if you have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Autism
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, or HIV/AIDS
  • Blind or low vision
  • Cancer
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or hard of hearing
  • Depression or anxiety
  • Diabetes
  • Epilepsy
  • Gastrointestinal disorders, for example, Crohn's Disease, or irritable bowel syndrome
  • Intellectual disability
  • Missing limbs or partially missing limbs
  • Nervous system condition for example, migraine headaches, Parkinson’s disease, or Multiple sclerosis (MS)
  • Psychiatric condition, for example, bipolar disorder, schizophrenia, PTSD, or major depression

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.