About the Role

We are looking for a Customer Success & Retention Executive to manage high-value customers, drive renewals and expansion, and ensure long-term customer satisfaction and revenue growth.

In this role, you will act as a trusted advisor to merchants, providing consultative support, tailored solutions, and structured account management. You will own retention, renewals, and cross-sell initiatives while leading complex customer projects and handling escalations across multiple stakeholders.

This is a strategic, hands-on role for someone who enjoys working closely with customers, solving problems, and turning product adoption into measurable business outcomes.

Key Responsibilities

Customer Retention, Upsell & Cross-sell

• Build and own strong relationships with key customers, deeply understanding their goals, workflows, and operational priorities.
• Identify and drive cross-sell and upsell opportunities through consultative account management.
• Develop and execute long-term account plans to increase product adoption and retention.
• Own subscription renewals and proactively prevent churn.
• Act as the main point of contact for customer escalations and priority issues.

Partnership Conversion & Expansion

• Convert partnership-based sales (Offer 29) into annual paid subscriptions.
• Lead customer expansion initiatives, pilots, and rollouts, including multi-location merchants.
• Manage project timelines, risks, and cross-functional dependencies to ensure successful outcomes.

Customer Success Excellence

• Monitor account health, usage metrics, and renewal cycles; proactively address risks.
• Oversee merchant onboarding, training, site visits, and ongoing product adoption.
• Handle commercial complaints and resolve them within agreed SLAs and ETAs.
• Collaborate closely with Sales, Product, and Operations to ensure commercial and customer alignment.

Requirements

• 4–6+ years of experience in Customer Success, Account Management, or Client Services, ideally in SaaS or fintech.
• Proven experience managing key accounts or large customer portfolios.
• Strong background in handling complex customer projects involving multiple stakeholders or locations.
• Excellent communication, stakeholder management, and problem-solving skills.
• Ability to manage escalations calmly and drive structured, data-driven resolutions.
• Analytical mindset with the ability to interpret customer data and translate insights into action.