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
  

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.