Customer Success Manager – Card Acquiring

New

SpainFull-TimeMiddle

SalaryCompetitive market rate salary and performance-based incentives.

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Job Details

3+ years of experience in Customer Success, Account Management, Payments, Merchant Operations, or a similar role.
Strong understanding of card acquiring, payment flows, transaction lifecycles, and merchant payment optimization.
Experience managing enterprise, VIP, or strategic merchants.
Strong analytical skills with the ability to interpret payment and performance data.
Excellent communication, stakeholder management, and problem-solving skills.
Commercial mindset with the ability to identify growth and upsell opportunities.
Ability to thrive in a fast-paced, high-growth environment.

Manage a portfolio of strategic Card Acquiring merchants, acting as the main point of contact for day-to-day relationship management and escalations.
Build strong relationships with merchants, understanding their business model, goals, transaction behaviour, and growth strategy.
Monitor and improve merchant acceptance rate, approval rate, and overall payment success rate.
Analyse transaction performance and decline reasons, identifying trends and opportunities to improve conversion.
Work closely with Risk, Fraud, Product, Tech, and Payment teams to resolve payment issues and optimise transaction performance.
Manage and coordinate OTC deals and ensure high-value transactions are handled efficiently and with the appropriate controls.
Provide high-touch support to VIP and top-tier partners, ensuring excellent service and rapid resolution of issues.
Monitor merchant performance through key metrics including volume, turnover, acceptance rate, chargebacks, and profitability.
Prepare and lead Quarterly Business Reviews (QBRs) with strategic merchants, presenting performance insights, key achievements, challenges, and future opportunities.

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