Merchant Retention Lead

📋 Description

• Lead, coach, and performance-manage a team of Specialists
• Set team priorities, merchant portfolios, outreach targets, and follow-up SLAs
• Establish a clear daily and weekly operating rhythm for calls, follow-ups, escalations, and
• Monitor call quality, CRM updates, and action-plan execution
• Ensure each merchant case has a clear churn or slowdown reason, next action, owner, and follow-up
• Own outreach to churned merchants with no orders for a predetermined number of days

🎯 Requirements

• 2+ years of experience in merchant success, retention, account management, customer success, sales
• Previous experience leading or coaching a customer-facing team
• Strong communication and problem-solving skills
• Ability to build practical SOPs, frameworks, and action plans
• Experience managing performance through KPIs, operating cadences, and coaching
• Strong stakeholder-management and escalation skills