Senior Customer Success

Introduction

The Senior Customer Success – Follow Up is responsible for ensuring an excellent post-activation experience for merchants, monitoring their performance, and proactively following up on any issues affecting their transactions, device usage, settlement, or integration. The role focuses on merchant retention, activation quality, issue escalation, and maintaining healthy transaction flow for all assigned merchants.

Responsibilities

1. Merchant Follow-Up & Relationship Management
• Follow up the onboarding of customers into the company easily and smoothly and work to implement that
• Follow up on merchant performance, transaction volume, device activity, and settlement flow.
• Identify inactive or low-performing merchants and implement reactivation actions.
• Maintain a strong relationship with merchants to ensure satisfaction and long-term retention.
2. Issue Tracking & Escalation
• Follow up on open tickets related to merchant issues and coordinate with Support, Technical, Risk, and Settlement teams.
• Ensure all merchant problems are resolved within SLA.
• Escalate critical or high-impact cases to management.
• Verify problem resolution with the merchant before closing cases.
3. Performance Monitoring
• Track merchant KPIs: activation rate, volume growth, transaction stability, chargebacks, and device uptime.
• Monitor daily activity through dashboards and take corrective action if anomalies are detected.
• Support merchants to optimize usage of POS devices, QR solutions, payment links, or integrations.
4. Retention & Growth
• Identify opportunities for upselling additional services or upgraded solutions.
• Reduce churn by proactively addressing dissatisfaction or operational blockers.
• Conduct follow-up calls and periodic check-ins to ensure a smooth merchant journey.
5. Reporting & Documentation
• Prepare weekly reports for merchant follow-up, performance issues, and completed actions.
• Document all merchant interactions, issues, and outcomes in CRM or ticketing tools.
6. Internal Collaboration
• Work closely with Sales, Merchant Support, Quality, Settlement, and Field Operations to enhance the merchant experience.
• Provide insights to improve processes, reduce complaints, and enhance service efficiency.
Required Qualifications
• Bachelor’s degree in business administration, IT, or related field.
• Minimum 3 years proven of experience in Customer Success, Merchant Support, or Account Management (preferably in FinTech or payments).
• Strong understanding of payment processing, POS devices, Payment Gateway, Payment settlement cycles, and merchant lifecycle.
• Excellent communication and follow-up skills.
• Strong analytical skills and experience working with dashboards & CRM systems.
• Strong proficiency in Microsoft Excel, PowerPoint, and Word.

Key Competencies

• Customer Orientation
• Strong follow-up and ownership
• Problem-solving
• Communication & negotiation
• KPI monitoring
• Relationship building
• Team coordination
• Time management

KPIs

Merchant activation success rate
• Retention rate
• Ticket resolution SLA
• Merchant satisfaction (CSAT)
• Reduced complaints & reoccurring issues
• Monthly transaction growth for managed merchants