About Marklo

Marklo is a vertical AI martech platform helping the 3M+ brands on Shopify plan smarter, cross-channel marketing campaigns. We're venture-backed by Forerunner and pre-launch — which means the first customer leaders here get to define how customers succeed, not just support it.

We’re looking for builders, bar raisers and pace setters. If you want to own the outcome and shape the future of AI-powered commerce — this is your shot.

Why this role is different

We need a true startup operator. You'll be close to customers every day — running onboarding and handling support directly — and you'll build the machinery underneath it from scratch. You’ll provide sales support with demos and outreach as needed. Because we're early, you won't be buried in a queue, and that leaves room for the bigger mandate: architecting how customers succeed. You'll own the definition of what winning with Marklo looks like, shape the in-app experience that gets them there, and build the systems that make customer health visible across the company — treating every support and onboarding conversation as a signal that sharpens the product.

What you'll own

• The customer journey map — the definitive view of how a brand goes from signup to activated, retained, and expanding on Marklo. You keep it current as the product and customer base evolve.

• The customer scorecard — the metrics that tell us, honestly, whether customers are winning. You partner with our Head of Growth and add product usage analytics to define, instrument, and report these so the whole team has one clear, galvanizing view of customer health.

• The in-app onboarding experience — you own and execute how new brands are activated inside the product: designing the in-app flow, building it in partnership with product and engineering, and continuously improving it so customers reach first value fast, at scale.

• Onboarding & activation — complementing the in-app experience with the human-led motion where high-touch matters most.

• Customer support — system and frontline — you stand up our support system from scratch (helpdesk, docs, playbooks, tooling) and run it yourself, providing frontline support directly and evolving the infrastructure as we scale.

• The voice of the customer — turning what you hear in support and onboarding into clear signal for product and growth so the company builds the right things.

  
  

You'll thrive here if you

• Have owned customer success, onboarding, or CX at an early-stage SaaS company — ideally in the Shopify / ecommerce ecosystem.

• Are a true startup operator: equally comfortable strategic and hands-on, you can design an in-app onboarding flow, stand up a support system, build a scorecard, and answer a support ticket the same week.

• Think in metrics and journeys, and can turn messy customer reality into a clear picture others can act on.

• Have partnered closely with product and engineering to ship customer-facing experiences.

• Are energized by ambiguity and a blank page, and want to build the function rather than inherit one.

• Are ready to embrace do what it takes as the real job description. Every person in the company needs to act like an owner and help execute what needs to be done.

Bonus points

Experience with Shopify merchants or martech/marketing tools, familiarity with in-app onboarding and support tooling (e.g. Appcues, Pendo, Chameleon, Intercom, Zendesk), and a track record of building customer-facing docs and support infrastructure from scratch.

How we measure success

• demo to activation conversion rate

• Weekly active users growth

• free to paid conversi

• time to resolution on a support issue / self serve

  
  

  
  

  Eligibility

  Applicants must be authorized to work in the U.S. We are not currently able to sponsor employment visas. You must also live in the Bay Area. We are not currently able to relocate or to accomodate infrequent or off hour commuting.

  Marklo is an Equal Opportunity Employer and is committed to diversity and inclusion at every level of our company. We encourage individuals of all backgrounds to apply.

  
  

How to Apply: If you are interested and eligble, send your resume and why Marklo to our CEO at jessica@marklo.ai