Summary
Rebuy’s Dedicated Merchant Success Program is designed to provide high-growth brands with personalized strategic guidance to maximize their ROI and achieve their unique business goals.
Imagine having an ecommerce expert inside your business, bringing insights to optimizing and tweak your strategy to maximize revenue. That’s what the Merchant Success Program is about
By partnering with a dedicated Merchant Success Manager (MSM), merchants experience significant business growth.
Here's what merchants have to say:
77% Greater ROI: Based on our internal analytics, partnering with an MSM leads to significantly higher returns compared to those who do not.
Expert Guidance: Benefit from the knowledge and experience of seasoned ecommerce professionals with a combined 130+ years of ecommerce/marketing experience.
Tailored Strategies: Receive personalized recommendations and action plans designed to meet your specific business needs.
Our five-step process ensures a smooth, efficient, and impactful partnership tailored to your business needs.
This program is built for brands that want to scale smarter. If you’re investing at least $999/month in Rebuy on an annual term, or opting into our Premium Support offering, this is for you. To inquire about whether or not this program is right for your business, please reach out to the Rebuy team.
Rebuy Dedicated Merchant Success Program: 5 Key Phases
Phase 1: Onboarding and Goal Definition - Setting the Tone for Engagement (Week 1)
What to expect:
Begin your journey in the Merchant Success Program by completing a brief 2-minute survey to help us understand your business and goals.
You'll then meet with your dedicated MSM to discuss your business objectives, define success metrics, and identify key performance indicators (KPIs).
This initial meeting also sets the tone for our ongoing engagement. Most brands begin with a weekly or bi-weekly cadence of meetings, transitioning to monthly or quarterly check-ins as their Rebuy instance and personalization strategy matures.
Key Benefits:
Clear understanding of your business needs and objectives.
Alignment on success metrics and KPIs.
Established communication cadence for optimal collaboration.
Phase 2: Store Audit and Mutual Action Planning (Week 2)
What to expect:
Your MSM will conduct a thorough audit of your site, leveraging the insights from your onboarding session, to identify areas of opportunity and potential improvements.
Together, you will develop a Mutual Action Plan (MAP) outlining specific steps and timelines for implementing Rebuy and achieving your desired outcomes.
Key Benefits:
Comprehensive analysis of your current store customer journey.
Collaborative development of a tailored action plan.
Mutual accountability towards goals
Phase 3: Activation and Strategy Implementation (Weeks 3-6)
What to expect:
Your MSM will work closely with you to implement your vision on your store, creating and executing a personalized merchandising and personalization strategy that drives tangible results.
They will provide expert guidance throughout the entire process, and schedule working sessions to help drive the desired outcomes.
Key Benefits:
Expert guided implementation of your Rebuy strategy.
Tailored merchandising and personalization guidance.
Deep enablement on the Rebuy feature-suite, and how they contribute to your business goals
Phase 4: Results Review and Optimization (Weeks 6-12)
What to Expect:
We believe in data-driven decision-making.
Quarterly, we'll conduct executive business reviews with your MSM.
Together we'll analyze performance data, ensure we're on track to meet your goals, receive strategic recommendations, and gain insights into the Rebuy roadmap.
Key Benefits:
Quantifiable data-driven insights into performance.
Ongoing optimization + new feature recommendations based on performance data.
Roadmap visibility regarding upcoming Rebuy functionality.
Phase 5: Ongoing Testing and Iteration (Weeks 12+)
What to expect:
The ecommerce landscape is constantly evolving, and so should your strategy.
We'll continuously refine and optimize your Rebuy implementation based on performance data. We'll execute new campaigns and action plans, test different approaches, and work together to craft and crush new goals.
Your MSM will be your constant partner in this ongoing process of improvement.
Key Benefits:
Continuous improvement and optimization.
Monthly touch points with your MSM to iterate on what's working, and leverage new functionality.
Proactive adaptation to the changing ecommerce landscape.
📘 Merchant Success Program – Frequently Asked Questions
💡 What is the Merchant Success Program?
Rebuy’s Merchant Success Program is a premium strategic offering designed for high-growth brands looking to maximize their ROI through personalized, data-driven ecommerce revenue optimization strategy.
By partnering with a dedicated Merchant Success Manager (MSM), you gain a trusted advisor to guide your Rebuy strategy, boost performance metrics like AOV, LTV, and conversion rate, and help you scale smarter.
🤝 What can I expect from my MSM?
Your MSM is your strategic partner, focused on helping you:
Define goals and success metrics tailored to your business.
Audit and optimize your store’s customer journey.
Guide the execution of high-impact personalization and merchandising strategies.
Analyze performance and optimize campaigns based on results.
Continuously consult, test, and iterate for long-term success.
🧭 What does the engagement process look like?
The Merchant Success Program follows a structured 5-phase journey:
Onboarding & Goal Definition (Week 1)
Define business goals, KPIs, and success metrics.Store Audit & Mutual Action Planning (Week 2)
Site audit and creation of a custom roadmap to success.Activation & Strategy Implementation (Weeks 3–6)
Personalized Rebuy feature implementation with hands-on MSM guidance.Results Review & Optimization (Weeks 6–12)
Performance analysis and ongoing strategy improvements.Ongoing Testing & Iteration (Weeks 12+)
Monthly reviews, testing new strategies, and adapting to ecommerce trends.
📅 How often will I meet with my MSM?
Meeting cadence is tailored to your needs and program maturity:
Most brands begin with weekly or bi-weekly meetings.
As your implementation matures, this may shift to monthly or quarterly reviews.
Monthly touchpoints are maintained for proactive iteration.
⚙️ Who should I contact for urgent issues or technical bugs?
For technical issues, bugs, SOS situations, or anything time-sensitive, please contact our Technical Support team directly via:
Your MSM focuses on strategic growth and execution —not technical support— so this ensures you get the fastest resolution.
📈 What are the benefits of joining the Merchant Success Program?
77% Higher ROI (based on internal data)
Access to 130+ years of combined ecommerce experience
Custom strategies designed for your specific goals
Deep enablement across the Rebuy feature suite
Strategic insights tied to real performance data
🧪 Is the program only for large brands?
This program is ideal for brands:
On an annual Rebuy contract with a $999+/month investment, or
Who have opted into our Premium Support tier
If you’re unsure if MSP is the right fit, reach out to your Rebuy contact to learn more.
⏱️ How quickly should I expect a response from my MSM?
Your MSM will respond to inquiries within 48 business hours. For faster help, especially for urgent needs, please use our support team as outlined above.
📍What should I reach out to my MSM for?
Reach out to your MSM for:
Conversion rate, AOV, and LTV strategy
Implementation plans using Rebuy’s suite of features
Strategic guidance and experimentation ideas
Performance reviews and optimization roadmaps
🛠️ What’s the best way to get the most out of this program?
Follow these best practices:
Use support for bugs/time-sensitive issues.
Engage regularly with your MSM—bring goals, data, and questions.
Be collaborative—this is a true partnership.
Stay proactive with testing and campaign iteration.
Your Strategic Resource
Your dedicated MSM is your strategic resource for achieving your business objectives. They are available to provide guidance, insights, and expertise to help you maximize the value of Rebuy.
For any technical challenges, our amazing support team is readily available to assist you via the in-admin chat.