Role Purpose

The Merchant Success Executive is responsible for managing an assigned portfolio of newly acquired merchants during their first six months after deployment, ensuring successful onboarding, engagement, retention, and service support.

This role focuses on maintaining strong merchant relationships, minimizing churn, resolving issues efficiently, and supporting collections to ensure merchants remain active and successfully transition to Customer Success.

Key Responsibilities

• Manage assigned merchant portfolio during the first 6 months post deployment

• Conduct structured merchant follow-ups and engagement activities

• Ensure merchants remain active and fully supported post onboarding

• Identify churn risks and proactively engage merchants to reduce drop-off

• Support collections follow-up for rentals and pending payments

• Resolve merchant issues or escalate them to relevant departments

• Coordinate with Sales, Deployment, Customer Success, and Finance teams

• Ensure merchants receive timely support and issue resolution

• Support smooth merchant transition to Customer Success after 6 months

• Maintain strong performance across all assigned KPIs