Customer Success Manager – Merchant Services

• Initial 9 month day rate contract

We are proudly representing a household name in digital commerce, this organisation has spent over two decades transforming the global payments ecosystem. Operating in 200 markets, they offer secure, innovative payment solutions that empower both consumers and businesses to thrive. With a strong focus on inclusion, wellness and customer-centricity, they foster a values-led culture that supports innovation, collaboration and long-term career growth.

Position Overview:

A strategic opportunity exists for a seasoned Customer Success professional to manage a portfolio of high-value merchant clients for a global leader in digital payments. This role sits at the intersection of customer service, operations, and consultative relationship management, supporting enterprise merchants with complex needs while proactively driving improvements in service delivery and customer satisfaction.

What You’ll Do:

• Serve as the key point of contact for a portfolio of enterprise and SMB merchants, providing hands-on support and strategic guidance.
• Handle account servicing tasks including configuration support, transaction inquiries, and appeals processes.
• Educate merchants on product functionality, operational best practices and compliance requirements (e.g., PCI DSS).
• Take ownership of issue resolution for both simple and complex queries, leveraging cross-functional collaboration with technical, risk and sales teams.
• Navigate risk and regulatory documentation tasks while advocating for the customer’s needs internally.
• Monitor SLA performance, improve service metrics, and help reduce contact volumes through process improvement.
• Support merchants through disputes, adjudications, and ongoing optimisation of their experience on the platform.

Who You Are:

• 2–3 years’ experience in Customer Success, Merchant Servicing, Account Management or Technical Support, ideally within fintech or eCommerce.
• Adept at managing large or complex customer portfolios with a proactive, solutions-oriented approach.
• Exceptional communication skills with the confidence to present insights and influence stakeholders at all levels.
• Technically competent, proficient in Microsoft Office Suite; familiarity with tools like Looker or Tableau is a plus.
• Experienced in navigating matrixed organisations and driving results across cross-functional teams.
• Curious, tenacious, and driven to deliver customer impact through continuous learning and service improvement.
• Bachelor’s degree or equivalent experience.

Why This Role:

This isn’t a standard support role, it’s an opportunity to work as a trusted partner to high-profile merchants, helping them unlock the full value of one of the world’s most trusted payment platforms. You’ll be supported by extensive training, cutting-edge tools and a collaborative team environment committed to your growth.

What’s in it for You:

• A balanced hybrid work model (3 days in-office, 2 days remote)
• Exposure to a global enterprise environment
• Career progression pathways within merchant services and beyond

Ready to make your next move?

If you're passionate about client success and want to work with a globally recognised innovator in payments, we’d love to hear from you.

Apply today to explore this opportunity further.