The Bumpa Expert – Merchant Onboarding Associate plays a mission-critical role in helping new merchants get started and succeed early on Bumpa. You are the first product success partner a merchant interacts with after subscribing.
Your goal is to help merchants set up confidently, automate operations, launch faster, and reach their first “Aha!” moment, a stage where they start processing orders, collecting payments and depend on Bumpa for their daily smooth operations.
This role sits at the centre of merchant success and product enablement. You’ll help merchants connect business tools, configure settings, troubleshoot onboarding blockers, and guide merchants through technical steps, and implement best practice workflows to reduce time-to-value (TTV).
If you love solving problems, simplifying technical processes, and using data + product intelligence to deliver merchant success, this role is for you.
Job Details
- Onboarding & Support: Proactively guide and nurture new merchants through the onboarding process via phone calls and email, ensuring a positive first experience with Bumpa.
- Trusted Advisor: Become a trusted advisor for assigned merchants. Understand their business, competitive space, and champion how Bumpa can help them succeed.
- Consultative Selling: Uncover customer needs and pain points, demonstrating how Bumpa's solutions can add value to their business.
- Teamwork: Collaborate internally with a team of Merchant Success managers to drive engagement and retention across the entire merchant base.
- Merchant Advocate: Be your merchant's internal advocate by escalating their needs and requests to product teams and ensuring their feedback is actioned.
- Proactive Problem Solving: Identify potential problem areas before they become major issues.
- Performance Tracking: Maintain accurate records of your activities and contribute to team success by meeting and exceeding sales and successful onboarding goals.
- Customer Service Excellence: Maintain consistently high standards in handling customer calls.
- Additional Responsibilities: Be prepared to take on any other tasks or projects assigned by your Line Manager.
Requirements
- Bachelor's degree in any related field
- 2-3 years of experience in a customer service/onboarding role (B2B preferred)
- Proficiency in cold calling techniques and email outreach
- Self-starter, entrepreneurial, proactive, hungry, passionate, tech-savvy, & quick to learn in a fast-paced environment
- Excellent communication and interpersonal skills, with the ability to build rapport with customers
- Strong understanding of consultative selling techniques and building value propositions.
- A desire to work closely with customers in sometimes tough situations
- A passion for providing exceptional customer service and exceeding expectations.
- Strong data analysis skills with a commitment to meeting and exceeding performance metrics
- Experience using Freshdesk CRM tool, Slack, and Google Suite would be an advantage
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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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