Head of Merchant Success

Position Overview

Pay10 is a challenger brand in the payments industry. We are hiring a Head of Merchant Success to lead our global merchant support and relationship functions. This role is responsible for ensuring seamless onboarding, consistent experience, and long-term satisfaction for merchants using Pay10s platforms.

This is a cross-functional leadership role ideal for a customer-obsessed operator who can drive scalable merchant engagement programs, build SLA-driven support functions, and collaborate with Sales and Product teams to enhance post-sale experiences. The role is focused on execution and growth across key enterprise accounts.

Key Responsibilities

Develop and implement merchant success strategy across regions and segments.

Ensure onboarding, training, and activation of merchants is smooth and efficient.

Monitor SLAs, merchant issue resolution, and satisfaction metrics globally.

Collaborate with Sales and Product teams to identify upsell and cross-sell opportunities.

Act as the voice of the merchant to internal stakeholders, driving improvements in process and product.

Qualifications & Experience

10+ years in merchant success, account management, or customer experience in fintech or payments.

Experience managing global teams and working across time zones.

Proven track record of managing enterprise accounts and driving merchant growth.

Strong understanding of payment platforms and merchant onboarding flows.

Preferred Qualities

Customer-first mindset with strong commercial acumen.

Data-driven with the ability to turn feedback into strategic improvements.

Skilled at managing high-performing teams and motivating people across geographies.

Empathetic communicator and stakeholder manager.

What Youll Gain

Opportunity to shape global merchant experience and drive growth.

Leadership exposure in a high-visibility, cross-functional role.

Ownership of key accounts and influence over product development.

A role at the intersection of product, support, and commercial strategy.