Merchant Success Manager at Quidax

About the Role

• In this role, you will be responsible for ensuring merchants are successfully onboarded, actively transacting, and consistently growing on the platform. This role requires close monitoring of merchant activity, quick resolution of issues, and continuous engagement to drive performance.
• This role requires speed, ownership, and the ability to operate in a fast-moving environment where merchant performance directly impacts revenue. You are expected to take full ownership of your merchant portfolio, understand how each merchant operates, track their activity closely, identify risks early, and take action before performance declines.
• You will work closely with internal teams to resolve issues, improve merchant experience, and ensure merchants are able to transact without friction.

Key Responsibilities

• Onboard new merchants and ensure they go live without delays
• Manage a portfolio of merchants and be accountable for their activity, retention, and overall performance.
• Monitor merchant activity, failed transactions, and behavioural trends to identify issues early.
• Identify at-risk merchants early and take action to prevent churn.
• Run structured merchant conversations focused on performance and growth.
• Resolve merchant issues end-to-end and follow through until completion.
• Work closely with cross-functional teams to unblock merchants.
• Maintain clean and accurate CRM records across all merchant interactions.
• Improve internal processes and how merchants are managed at scale.

What Success Looks Like (First 3 - 6 Months)

• Strong understanding of the full Quidax product suite and merchant flows.
• Ability to onboard merchants independently and get them live quickly
• Clear visibility into merchant performance across your portfolio
• Your portfolio NRR (Net Revenue Retention: how much revenue you're keeping and growing from existing merchants) is strong, meaning merchants are staying active and spending more over time.
• Early identification of volume drops, inactivity, and operational issues.
• Consistent engagement with merchants based on data, not guesswork.
• Clean, structured CRM usage across all managed accounts.
• Strong collaboration with internal teams to get things done quickly.
• Faster resolution of merchant issues with minimal follow-up required.

What we’re looking for

• Experience in Account Management, Customer Success, or Merchant Success, preferably in a B2B setting.
• Strong communication and stakeholder management skills
• Comfortable using data to track performance, identify issues, and make decisions.
• High ownership and strong follow-through.
• Ability to operate in a fast-paced environment.
• Strong attention to detail.
• B2B Fintech experience is a major plus