Customer Success Specialist

1 week ago

Market Harborough UK, Leicestershire, United Kingdom Paynt Full time

Paynt. Payments As You Need Them.


Who We Are

We are a dynamic payment solution provider, founded in 2013, rapidly evolving to deliver cutting-edge payment and financial products. We operate in UK, Ireland, Europe and North America.


At Paynt, we aim to be the preferred acquirer for European payment solution providers. We have grown considerably in the last 12 months and need experienced colleagues who can continue to help us push forward and achieve our vision, we’re seeking talented individuals to join us on our ambitious journey.


What We Need

We are looking for a proactive and experienced Customer Success/Merchant Retention Specialist to join our ever growing Customer Service and Technical Support team. The right candidate thrives on building relationships and ensuring merchant satisfaction.


Your primary focus will be to engage with our merchants, monitor their experience with our services, and provide the support they need to thrive. In cases where a merchant expresses interest in leaving, you’ll work closely with them to understand their concerns and find solutions to encourage long-term partnership.


Your Responsibilities

  • Merchant Engagement: Build and maintain strong relationships with merchants, focus on understanding clients’ business needs to drive loyalty and ensure ongoing engagement with our products
  • Retention Strategy: Develop and execute strategies to increase merchant retention, creating personalized approaches for each merchant’s unique needs and challenges.
  • Proactive Outreach: Regularly check in with merchants to assess their satisfaction, gather feedback, and identify any potential issues before they become larger concerns.
  • Churn Prevention: Proactively address and mitigate risks of churn by understanding merchants’ needs and challenges, working closely to address any challenges, proactively managing risks and ensuring a high retention rate
  • Issue Resolution: Collaborate with internal teams to resolve any merchant concerns promptly and effectively, ensuring a seamless and positive experience.
  • Feedback Analysis: Analyse feedback from merchants to identify trends and common challenges, then work with cross-functional teams to implement improvements.
  • Retention Metrics: Track key performance indicators (KPIs) related to merchant retention, satisfaction, and overall engagement, and report on findings and recommendations.


Your Profile

  • Experience: 2+ years in customer success, account management, or merchant retention, ideally within B2B SaaS, financial services or fintech environments
  • Relationship Builder: Proven experience in building strong relationships and maintaining trust with customers.
  • Problem Solving: A self starter with strong troubleshooting skills and the ability to handle and resolve merchant concerns diplomatically.
  • Communication Skills: Excellent verbal and written communication, able to present complex information clearly and persuasively.
  • Customer-Centric Attitude: Dedicated to understanding merchant needs and committed to ensuring they have a positive experience.
  • Analytical Mindset: Comfort with analysing feedback and retention data to make informed, strategic decisions.
  • Adaptability: Willingness to embrace change and adjust strategies to align with the evolving needs of merchants and the business.


What We Offer

  • Competitive Salary: £29–32k gross, depending on experience and expertise.
  • Equity Compensation.
  • Hybrid Work Model.
  • Nice Office in Market Harborough.
  • Growth Environment: Opportunity to grow into a Technical Support Team Lead role and participate in training and certification programs.
  • Diverse and Supportive Culture: Work in a lively, diverse, and fun environment with endless growth opportunities.


Why Join Us

Whenever there's chemistry and the right match of competencies, we always find good terms to welcome you into our team. Share your application, and let's Paynt the future together

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