Jobs at Bumpa – Apply Now

The Bumper Expert Lead (Customer Success Lead) is a senior, strategic role responsible for driving growth, retention, and long-term success of Bumpa’s top e-commerce merchants, while leading and developing a team of Bumpa Experts. This role goes beyond overseeing relationships with high-impact accounts to combining merchant strategy, people leadership, and operational excellence. You will set the standard for engaging high-value merchants, act as a strategic business partner to top merchants, and lead execution across merchant success motions, from onboarding and adoption through to upsell, renewal, and advocacy. You will also play a critical role in shaping the Merchant Success strategy, improving processes, mentoring Bumper experts (Account Managers), and partnering cross-functionally with Product, Sales, and Support to scale merchant outcomes Success will be measured by merchant growth, retention, expansion revenue, and overall merchant health.

Job Details

Merchant Growth & Revenue Leadership

• Own growth, retention, and expansion outcomes across a portfolio of high-value Growth, Scale, and Premium merchants.
• Act as a strategic advisor by deeply understanding merchant business models, Sales channels, revenue drivers, and the industry.
• Lead Weekly Account reviews (WARs), growth planning sessions, and performance analysis for key merchants.
• Identify and execute upsell, cross-sell, and upgrade opportunities aligned with merchant goals.

Merchant Success Strategy & Execution

• Design, refine, and scale merchant success playbooks for onboarding, adoption, retention, and expansion.
• Use data and insights to prioritise high-impact merchants and guide proactive engagement strategies.
• Improve revenue conversion signals by leveraging product usage, payment volume, and behavioural insights.
• Anticipate churn risks and lead early intervention strategies to protect and grow revenue.

Leadership & Cross-Functional Influence

• Mentor and lead Bumpa Experts, sharing best practices to consistently deliver exceptional merchant outcomes.
• Set performance expectations, track KPIs, and support direct reports’ career development.
• Collaborate closely with Product, Support, Marketing, and Sales to improve merchant experience and outcomes.
• Act as the merchant’s internal voice, escalating insights, feedback, and product needs with clarity and influence.
• Support campaigns, webinars, feature launches, and merchant education initiatives.

Operational Excellence

• Own account forecasting, reporting, and merchant health metrics across assigned segments.
• Ensure CRM data accuracy and produce actionable reporting on merchant performance and revenue trends.
• Lead or contribute to strategic initiatives assigned by the Head of Merchant Success

Requirements

• Bachelor’s degree in a relevant field.
• 4–6 years of experience in Customer Success, Account Management, or Merchant Growth roles within B2B/SaaS.
• Proven track record of driving revenue expansion, retention, and customer health.
• Strong business acumen with the ability to connect product usage to merchant outcomes
• Comfortable operating at both strategic and execution levels.
• Excellent communication skills, able to influence merchants and internal stakeholders.
• Experience mentoring or leading peers (formally or informally).
• Strong analytical mindset; confident using data to guide decisions.
• Experience with CRM tools, Freshdesk, Slack, and Google Workspace is a plus
• Entrepreneurial, proactive, and excited about building scalable systems in a fast-growing company

Benefits

• Competitive salary
• Paid annual leave
• Full extended medical benefits
• A supportive and collaborative internal culture
• Diverse, smart, and talented co-workers
• A collaborative, fun work environment where laughing and learning to go together
• Growth opportunity to same and other roles

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Purpose of the Role

This role exists to improve how customers discover, understand, adopt, and convert through Bumpa’s Engage products.
The Content Marketing Associate will support retention and conversion by using content, copywriting, lifecycle communication, and customer-facing insight to strengthen the customer journey. This includes improving landing pages, supporting feature launches with the right marketing assets, creating product education content, contributing to onboarding and subscription discovery conversations, and helping drive measurable adoption across priority products.
This is not a traditional content creator role. It is a role for a marketer who understands how content and communication contribute to product growth and business outcomes.

About the Role

We are looking for a strong marketing associate with 2–3 years of experience who can combine writing, customer understanding, and execution to improve retention and conversion.

You will work across product communication, lifecycle marketing, landing page optimization, and feature awareness. You should be someone who writes well, thinks commercially, pays attention to detail, takes initiative, and is comfortable speaking directly with customers.
This role is ideal for someone who wants to grow at the intersection of content marketing, lifecycle marketing, and product marketing

What you’ll be doing

Content Creation & SEO:

• Develop and publish SEO-optimized content for the company blog to increase awareness and acquisition.
• Create compelling copy and design direction for landing pages to drive acquisition and product awareness.
• Produce a variety of written and video content, including:
  • Product education materials (e.g., how-to videos, sales videos, and articles).
  • Social media content that aligns with brand messaging and goals.

Campaign Ideation & Execution:

• Plan and execute content marketing campaigns to drive awareness and engagement.
• Create workflows to guide existing users toward discovering new product features and upgrading their subscription plans.

Performance Tracking & Optimization:

• Monitor and report on key content performance metrics, providing actionable insights to improve content effectiveness.
• Stay up-to-date with SEO best practices and incorporate them into content strategies.

Key Performance Indicators (KPIs):

• Monthly Blog Output: Number of value-driven blog posts created month-over-month (MoM).
• Lead Acquisition & Conversion: Leads acquired and converted from blog content and Bumpa website.
• Blog Traffic Growth: Increase in MoM traffic to blog posts.
• SEO Metrics: Improved keyword rankings and the number of backlinks generated.
• Product Education Impact: Enhance product education by 30%, driving increased Daily Active Usage (DAU) and Monthly Active Usage (MAU).

An Ideal Candidate:

• A minimum of 2-3 years of experience in content marketing, preferably within the SaaS or tech industry.
• Proven ability to create SEO-driven content with measurable success in increasing traffic and engagement.
• Experience in copywriting, campaign ideation, and landing page optimization.
• Strong understanding of content distribution strategies, including social media and email marketing.
• Proficiency in using tools like Google Analytics, SEO platforms (e.g., Mangools, Ahrefs), and content management systems (e.g., Contentful).
• Experience creating video content is a plus.
• Exceptional written and verbal communication skills.
• Highly analytical and detail-oriented with the ability to translate data into actionable insights.