Customer Success Manager – Card Acquiring Customer Operations

Skills

About the Role

As a Customer Success Manager you will manage a portfolio of card acquiring merchants and serve as the primary point of contact for day to day relationship management and escalations. You will build strong relationships by understanding each merchant's business model, goals, transaction behavior, and growth strategy. You will monitor and improve merchant acceptance rate, approval rate, and payment success. You will analyze transaction performance and decline reasons to identify trends and opportunities to improve conversion. You will collaborate with Risk, Fraud, Product, Tech, and Payments teams to resolve payment issues and optimize performance. You will coordinate OTC deals and ensure high value transactions are handled efficiently with the appropriate controls. You will provide high touch support to VIP and top tier partners, ensuring excellent service and rapid resolution of issues. You will work across multiple entities and payment providers to route merchants efficiently and provide the best possible payment experience. You will monitor merchant performance through key metrics such as volume, turnover, acceptance rate, chargebacks, and profitability. You will prepare and lead Quarterly Business Reviews with strategic merchants, presenting performance insights, challenges, and opportunities. You will prepare clear data driven presentations for senior leadership, highlighting merchant performance, risks, opportunities, and strategic recommendations. You will act as the internal voice of the merchant, ensuring feedback and business needs are communicated across teams. You will ensure all merchant queries, incidents, and escalations are handled within SLAs. You will identify operational inefficiencies and propose improvements to processes, workflows, and merchant servicing. You will support strategic initiatives related to card acquiring, payments optimization, and commercial growth.

Requirements

• 3+ years of experience in Customer Success, Account Management, Payments, Merchant Operations, or a similar role.
• Strong understanding of card acquiring, payment flows, transaction lifecycles, and merchant payment optimization.
• Experience managing enterprise, VIP, or strategic merchants.
• Strong analytical skills with the ability to interpret payment and performance data.
• Excellent communication, stakeholder management, and problem solving skills.
• Commercial mindset with the ability to identify growth and upsell opportunities.
• Ability to thrive in a fast paced, high growth environment.

Responsibilities

• Manage a portfolio of strategic Card Acquiring merchants, acting as the main point of contact for day to day relationship management and escalations.
• Build strong relationships with merchants, understanding their business model, goals, transaction behaviour, and growth strategy.
• Monitor and improve merchant acceptance rate, approval rate, and overall payment success rate.
• Analyse transaction performance and decline reasons, identifying trends and opportunities to improve conversion.
• Work closely with Risk, Fraud, Product, Tech, and Payment teams to resolve payment issues and optimise transaction performance.
• Manage OTC deals and ensure high value transactions are handled efficiently and with the appropriate controls.
• Provide high touch support to VIP and top tier partners, ensuring excellent service and rapid resolution of issues.
• Work across multiple entities and payment providers to ensure merchants are routed efficiently and receive the best possible payment experience.
• Monitor merchant performance through key metrics including volume, turnover, acceptance rate, chargebacks, and profitability.
• Prepare and lead Quarterly Business Reviews (QBRs) with strategic merchants, presenting performance insights, key achievements, challenges, and future opportunities.
• Prepare clear and data driven presentations and business updates for senior leadership, highlighting merchant performance, risks, opportunities, and strategic recommendations.
• Act as the internal voice of the merchant, ensuring feedback and business needs are communicated effectively across teams.
• Ensure all merchant queries, incidents, and escalations are handled within SLAs.
• Identify operational inefficiencies and propose improvements to processes, workflows, and merchant servicing.
• Support strategic initiatives related to card acquiring, payments optimisation, and commercial growth.

Benefits

• Competitive market rate salary and performance-based incentives.
• 22 days annual leave with an additional 6 company days, plus bank holidays.
• Comprehensive health insurance plans.
• Maternity and Paternity leave support.
• Extensive benefits program.
• Flexible work schedule and remote work options.
• Modern offices and co-working spaces across 6 countries.
• Working equipment.
• Professional development and training opportunities.
• Opportunity to shape the initiatives you’re working on.
• Diverse and friendly team.
• Open-minded to new ideas.