Merchant Success Manager; MSM

Momnt is looking for a Merchant Success Manager (MSM) to join our team and play a key role in supporting and strengthening relationships within our growing nationwide merchant network. In this client‑facing role, you’ll serve as a trusted partner for a portfolio of merchants—helping them navigate and make the most of our platform to meet their goals, ensuring they are fully engaged with our platform, empowered to succeed, and maximizing their potential revenue through the Momnt ecosystem.

We’re building something special: a best‑in‑class platform for point‑of‑need lending, backed by a culture that values growth, ownership, and collaboration. As an MSM, you’ll be at the heart of that mission—turning merchant relationships into long‑term success stories by driving adoption, delivering training, providing support, retaining merchants and helping our partners thrive.

This role is ideal for someone who enjoys building meaningful relationships, solving problems, and ensuring users feel confident and supported. This position does not include direct people management. The role is primarily responsible for account management.

Location:

Remote (MT or PT time zones only)

Corporate headquarters in Atlanta, GA. Periodic travel to Atlanta may be required.

Must be authorized to work in the U.S. / Sponsor ships are not available. Corp to Corp is not available.

This team works in shifts; the shift we are hiring is from 8AM - 5PM MST.

• Serve as a trusted advisor to your assigned book of merchants, delivering proactive support and personalized guidance.
• Responsible for nurturing and retaining a book of business and growing revenue within that book by identifying and overcoming merchant objections to offering our financing to consumers.
• Conduct onboarding and training sessions to set new merchants up for success, plus ongoing education based on performance insights.
• Actively engage merchants to increase platform usage, uncover upsell opportunities, and identify areas for growth.
• Handle inbound and outbound communication via phone and email—resolving issues, answering questions, and building relationships.
• Become an expert in Momnt’s products and services so you can recommend the best‑fit solutions to each merchant.
• Capture and relay valuable merchant feedback to internal teams to help shape product development and improve our offering.
• Collaborate closely with Sales to pass along referral opportunities or expansion leads.
• Log and maintain detailed notes in Hub Spot to ensure accurate tracking and historical reference.
• Test and iterate on outreach strategies (A/B testing, engagement campaigns) to continuously improve success metrics.
• Provide first‑line troubleshooting and escalated issues to appropriate teams as needed.
• Contribute to special projects and team initiatives as required.

• A relationship‑builder with strong communication skills, professionalism, and empathy.
• 1–3 years of experience in customer success, account management, or retail banking.
• Confident with phone‑based outreach and managing a high volume of contacts.
• Proficient in written communication and documentation.
• Comfortable presenting and leading conversations via phone or virtual meetings.
• Adaptable, solution‑oriented, and energized by a fast‑paced, collaborative environment.
• Familiar with CRM systems (preferably Hub Spot) and modern productivity tools.