Senior Merchant Success Manager
New
Listing location: India
Structured job location: IndiaFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 6–12 years of experience
- Required Skills
- Microsoft Power BISalesforceAnalytical SkillsCollaborationMicrosoft ExcelProblem SolvingRelationship buildingAccount ManagementCustomer SuccessSaaS
Requirements
- 6–12 years of experience in Account Management, Customer Success, Sales, or Merchant Services within SaaS or technology-driven environments.
- Proven experience managing international clients, ideally across North America, EMEA, or APAC regions.
- Strong ability to build and maintain strategic, long-term client relationships.
- Excellent written and verbal communication skills in English, with strong presentation abilities.
- Experience working with enterprise or high-value client portfolios.
- Strong analytical and problem-solving skills to assess merchant needs and propose effective solutions.
- Ability to collaborate cross-functionally across product, operations, and support teams.
- Familiarity with tools such as Excel, Salesforce, Outlook, or Power BI is a plus.
- Strong ownership mindset with the ability to work in a performance-driven, KPI-focused environment.
Responsibilities
- Serve as a strategic advisor to assigned merchants, understanding their business goals and success criteria.
- Develop and execute tailored success plans that support merchant growth, retention, and satisfaction.
- Manage a portfolio of international merchants, maintaining regular communication through calls, emails, and health checks.
- Act as an escalation point for merchant issues and coordinate cross-functional resolution with internal teams.
- Drive adoption of key platform features to improve merchant performance and engagement.
- Monitor merchant health metrics and proactively address risks to prevent churn.
- Align merchant objectives with platform capabilities to maximize value and upsell opportunities.
- Own key performance indicators including revenue retention, logo retention, churn reduction, and upsell contribution.
- Collaborate cross-functionally to ensure smooth delivery of services and solutions for merchants.
- Continuously refine merchant strategies based on evolving needs and performance data.
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