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.

Requirements

• 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.