Senior Merchant Success Manager

SUMMARY:
We require your degree and it will be advantageous if you have a Postgrad in marketing, finance, management, entrepreneurship or engineering.
 
Our fintech client requires 5+ years commercially driven client facing experience to manage this role with your strong relationship building skills to deliver exceptional service in a high-growth, entrepreneurial environment.

POSITION INFO:
REQUIREMENTS

• University undergraduate qualification essential
• Postgraduate qualification in marketing, finance, management, entrepreneurship, engineering, or related field advantageous
• Minimum 5+ years’ client-facing experience, preferably within ecommerce, SaaS, payments, or fintech
• Strong commercial and business acumen
• Proven track record of exceeding goals and targets
• Exceptional interpersonal and written communication skills
• Strong analytical and problem-solving abilities
• Retail and/or payments/finance industry experience advantageous
• Ability to thrive in a fast-paced, high-growth environment
• Demonstrated involvement in extracurricular or leadership activities
• Strong values, integrity, and professional ethics

• Manage the end-to-end onboarding process for new merchants, including integration, training, marketing, and operational setup
• Build and maintain strong, long-lasting merchant relationships to ensure exceptional client service and retention
• Serve as the first point of contact for merchant support and ensure all issues are resolved efficiently
• Monitor and optimise merchant integrations, product placements, and configurations to improve conversions and order values
• Maintain accurate merchant information, including KYC, billing details, and fee structures
• Drive merchant marketing initiatives in collaboration with internal marketing teams
• Support sales and upselling opportunities for both prospective and existing merchants
• Gather merchant feedback and provide insights and recommendations to the product team
• Develop and maintain FAQs, support documentation, and operational processes
• Identify and proactively manage potential merchant risks and retention opportunities
• Coordinate merchant offboarding processes where required
• Collaborate cross-functionally across departments in a high-growth startup environment
• Contribute beyond core responsibilities where needed, demonstrating adaptability and initiative