Role Purpose

The Assistant Manager - Merchant Growth & Customer Success is accountable for converting PAYable's merchant revenue opportunities into prioritized portfolios, disciplined daily execution, measurable revenue and sustained merchant activity. The role reports directly to the Head of Sales, leads 8 subordinates, and personally owns a portfolio of high-value, high-risk or complex merchant cases.

The role combines management and individual execution: it assigns work, sets targets, coaches the team and removes blockers while contacting merchants every working day, progressing cases end to end and being personally accountable for commercial outcomes.

Key Responsibilities

Hands-on Merchant and Revenue Execution

• Personally manage a complexity-weighted portfolio representing at least 30% of current priority merchant cases or an equivalent share of the unit's workload, as approved by Head Of Sales.

• Complete an average of at least 10 meaningful merchant contacts per working day through calls, meetings or approved business channels, and record the outcome and next action on the same day.

• Own assigned cases from first contact through diagnosis, proposal, follow-up, cross-functional handover, merchant confirmation and realized-result validation.

• Personally handle high-value, at-risk, escalated and commercially sensitive merchants instead of delegating all complex work to the team.

• Conduct joint calls or meetings with the 8 subordinates when coaching, escalation support or senior merchant engagement is required.

Team Leadership and Performance

• Translate every approved initiative into clear daily and weekly tasks with a named owner, merchant list, target, priority, due date and expected result.

• Assign and rebalance portfolios based on value, urgency, workload and individual capability; ensure no priority case remains unassigned for more than one working day.

• Review team productivity, merchant contacts, follow-ups, conversions and revenue evidence; provide coaching and corrective follow-up where performance is below target.

• Hold a structured weekly team review and monthly individual KPI review, with documented actions and owners.

• Maintain business continuity, backup coverage and a clear escalation route while retaining final accountability for the team's output.

Portfolio and Campaign Management

• Segment merchant pools by revenue value, inactivity, churn risk, eligibility, collection status and probability of conversion; prioritize effort against the highest verified opportunity.

• Agree monthly amount and count targets with Head Of Sales before each measurement period and translate them into individual portfolios.

• Build and maintain an initiative pipeline showing baseline, contact status, merchant response, next action, expected value, realized value and blockers.

• Measure only realized, evidenced outcomes and continuously refine scripts, offers, segmentation and follow-up cadence based on conversion data.

Customer Experience and Cross-functional Resolution

• Act as the principal escalation point for assigned merchants, respond promptly and keep the merchant informed until closure.

• Coordinate with Sales, Commercial Operations, Receivables, Alternative Channels, Deployment, Finance, IT, banks and other relevant teams to remove merchant blockers.

• Capture merchant feedback and recurring causes of inactivity, churn or dissatisfaction; recommend practical process or commercial improvements supported by evidence.

• Escalate material revenue, merchant, compliance, pricing or dependency issues to Head Of Sales on the same working day.

Reporting and Controls

• Maintain accurate daily merchant-contact, task, campaign, escalation and outcome records in the approved CRM and trackers.

• Submit a concise weekly performance report covering contacts, results, revenue, risks, overdue actions and the following week's priorities.

• Validate monthly results with Finance, DTM and operational records; prevent duplicate attribution across initiatives and retain evidence for every reported result.

Core Capabilities and Candidate Profile

• At least four years of relevant experience in B2B account management, customer success, merchant acquiring, payments, revenue recovery or a comparable commercial role.

• Demonstrated ability to protect, reactivate or grow an existing customer portfolio and to show measurable commercial impact.

• Experience coordinating a small team or campaign while continuing to carry personal targets and customer responsibilities.

• Strong merchant communication, negotiation, objection handling, issue resolution and escalation management.

• Strong Excel, CRM, tracker, reporting and data-quality discipline; able to translate data into priorities and actions.

• High ownership, commercial judgment, confidentiality, control awareness and willingness to work directly with merchants every day.