Merchant Success Manager

Job Summary

The Merchant Success Manager acts as the primary liaison, trusted advisor, and subject matter expert for merchants using the Merchant Services platform. This position combines relationship management, technical support coordination, and account management oversight to ensure each merchant experiences smooth onboarding, compliant operations, and sustained growth through the platform.

• Serve as the main point of contact for assigned merchants, including direct communication with business owners and executives.
• Educate merchants on payment lifecycle processes, funding schedules, chargeback prevention, and compliance obligations.
• Troubleshoot Tier 1 issues involving gateways, terminals, API integrations, and settlement discrepancies in coordination with technical teams.
• Guide merchants through onboarding, underwriting documentation, and funding setup.
• Monitor merchant performance, proactively identifying risks or optimization opportunities.
• Collaborate cross-functionally with Sales, Risk, Underwriting, and Technical Support teams to ensure seamless service delivery.
• Maintain detailed records of merchant interactions, resolutions, and operational notes within CRM and ticketing systems.
• Contribute to training guides, documentation, and merchant resources.
• Represent merchant feedback to internal stakeholders to inform product and process improvements.
• Comply with Company and department policies and standards; performs other duties as assigned.

• Bachelor's Degree or equivalent education and/or experience
• 2 years Account management experience

• 3 years experience in payment processing, merchant services, or Fin Tech support

• Proven ability to communicate confidently with business owners and C‑suite decision makers.
• Strong understanding of card‑present and card‑not‑present payment environments, funding timelines, and chargeback workflows.
• Exceptional analytical and problem‑solving skills with attention to financial accuracy.
• Proficiency in CRM and case‑management tools (experience with Zoho suite of tools preferred).
• Familiarity with merchant onboarding, KYC verification, and risk monitoring.
• Knowledge of payment gateways, POS hardware, and SaaS integrations.
• Advanced Excel or data‑reconciliation skills.

• Communicate/Hearing Frequently
• Communicate/Talking Frequently
• Learn New Tasks or Concepts Frequently
• Make Timely Decisions in the Context of a Workflow Frequently
• Complete Tasks Independently Constantly
• Maintain Focus Constantly
• Remember Processes & Procedures Constantly
• Stationary Position (Seated) Constantly
• Vision Constantly
• Hand/Eye Coordination Occasionally
• Bend Rarely
• Complete Tasks in a Noisy Environment Rarely
• Feeling/Grasping/Handling Rarely
• Move/Traverse Rarely
• Repetitive Motions Rarely

• Hazards Occasionally

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