About the Role

The Merchant Experience Manager is our merchants' most important advocate inside the organization. This role exists because our merchants deserve more than a transaction - they deserve a seamless, supported, and predictable experience every step of the way. From the moment a merchant is approved to the day they renew (and renew again), this person is responsible for making sure that journey is clear, frictionless, and worthy of their trust.

This is not a reactive role. The Merchant Experience Manager proactively identifies where merchants are struggling, anticipates how they are likely to feel at each stage of their journey, and designs intentional interventions before frustration becomes a phone call - or worse, a lost relationship. Reporting to the CMO, this role connects customer success, lifecycle marketing, product, and operations around a single north star: the merchant.

RESPONSIBILITIES

Merchant Journey Mapping & Roadblock Identification
• Conduct a comprehensive audit of every merchant touchpoint - from approval through funding, servicing, and renewal - with fresh eyes and a merchant-first lens
• Identify and document friction points, experience gaps, and moments where merchants feel confused, unsupported, or at risk of disengaging
• Map the emotional arc of the merchant journey, understanding not just what happens but how merchants feel at each stage
• Build and maintain a living merchant experience playbook that guides every team touching the merchant relationship

Sentiment Anticipation & Proactive Engagement

Apply social listening and brand share of voice analysis across digital channels to surface emerging merchant sentiment, reputational signals, and competitive themes translating those insights into proactive engagement plays before issues escalate

Renewal Pipeline & Early Intervention

Partner with lifecycle marketing and data teams to build, refine, and operationalize propensity-to-renew and propensity-to-churn models turning model outputs into targeted interventions that measurably improve renewal rate, retention, and business performance outcomes

Voice of the Merchant

Lead persona-based journey mapping and analysis across distinct merchant segments using qualitative and behavioral inputs to identify stage-specific opportunities that drive increased engagement, deeper relationships, and higher conversion rates at every touchpoint

Merchant-Facing Digital Experience

Partner with Product, Data, and CRO stakeholders to identify, design, and analyze A/B tests across the merchant digital experience using journey data points to inform hypotheses, remove friction, and drive measurable lifts in engagement, retention, and profitable merchant relationships.

Requirements
• 5-8 years of experience in customer success, merchant services, or financial services CX - with a track record of measurably improving the customer experience, not just managing it
• Demonstrated ability to anticipate customer needs and design proactive solutions rather than reacting to problems after they occur
• Data fluency - you can read behavioral and operational data and translate it into experience interventions and program design
• Experience building CX programs from the ground up, including journey maps, feedback systems, and engagement frameworks
• Strong cross-functional operator who can align sales, marketing, product, and collections around the merchant perspective without direct authority
• International Travel (US Visa)

Strongly Preferred:
• Background in MCA, payments, or SMB lending - understand the financial and emotional stakes for small business owners
• Experience influencing a customer-facing digital product roadmap using CX data and merchant insights
• Bilingual in English and Spanish - a meaningful portion of our merchant base communicates primarily in Spanish

Benefits

Why Join Us?

• Be part of a global team committed to driving financial inclusion and innovation.

• Competitive salary and benefits package.

• A dynamic and inclusive work environment that values diversity and collaboration.