The Bumper Expert Lead (Customer Success Lead) is a senior, strategic role responsible for driving growth, retention, and long-term success of Bumpa’s top e-commerce merchants, while leading and developing a team of Bumpa Experts. This role goes beyond overseeing relationships with high-impact accounts to combining merchant strategy, people leadership, and operational excellence. You will set the standard for engaging high-value merchants, act as a strategic business partner to top merchants, and lead execution across merchant success motions, from onboarding and adoption through to upsell, renewal, and advocacy. You will also play a critical role in shaping the Merchant Success strategy, improving processes, mentoring Bumper experts (Account Managers), and partnering cross-functionally with Product, Sales, and Support to scale merchant outcomes Success will be measured by merchant growth, retention, expansion revenue, and overall merchant health.
Job Details
Merchant Growth & Revenue Leadership
- Own growth, retention, and expansion outcomes across a portfolio of high-value Growth, Scale, and Premium merchants.
- Act as a strategic advisor by deeply understanding merchant business models, Sales channels, revenue drivers, and the industry.
- Lead Weekly Account reviews (WARs), growth planning sessions, and performance analysis for key merchants.
- Identify and execute upsell, cross-sell, and upgrade opportunities aligned with merchant goals.
Merchant Success Strategy & Execution
- Design, refine, and scale merchant success playbooks for onboarding, adoption, retention, and expansion.
- Use data and insights to prioritise high-impact merchants and guide proactive engagement strategies.
- Improve revenue conversion signals by leveraging product usage, payment volume, and behavioural insights.
- Anticipate churn risks and lead early intervention strategies to protect and grow revenue.
Leadership & Cross-Functional Influence
- Mentor and lead Bumpa Experts, sharing best practices to consistently deliver exceptional merchant outcomes.
- Set performance expectations, track KPIs, and support direct reports' career development.
- Collaborate closely with Product, Support, Marketing, and Sales to improve merchant experience and outcomes.
- Act as the merchant's internal voice, escalating insights, feedback, and product needs with clarity and influence.
- Support campaigns, webinars, feature launches, and merchant education initiatives.
Operational Excellence
- Own account forecasting, reporting, and merchant health metrics across assigned segments.
- Ensure CRM data accuracy and produce actionable reporting on merchant performance and revenue trends.
- Lead or contribute to strategic initiatives assigned by the Head of Merchant Success.
Requirements
- Bachelor’s degree in a relevant field.
- 4–6 years of experience in Customer Success, Account Management, or Merchant Growth roles within B2B/SaaS.
- Proven track record of driving revenue expansion, retention, and customer health.
- Strong business acumen with the ability to connect product usage to merchant outcomes
- Comfortable operating at both strategic and execution levels.
- Excellent communication skills, able to influence merchants and internal stakeholders.
- Experience mentoring or leading peers (formally or informally).
- Strong analytical mindset; confident using data to guide decisions.
- Experience with CRM tools, Freshdesk, Slack, and Google Workspace is a plus
- Entrepreneurial, proactive, and excited about building scalable systems in a fast-growing company.
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