Senior Merchant Success Manager in India at Jobgether

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Merchant Success Manager in India.

In this role, you will act as a strategic partner to mid-sized merchants, helping them maximize value from the platform and accelerate their business growth. You will manage a portfolio of international merchants, ensuring strong engagement, retention, and long-term success through proactive relationship management. The role requires you to deeply understand merchant goals, translate them into actionable success plans, and align them with platform capabilities. You will serve as a key escalation point while driving adoption of features that improve operational and commercial outcomes. This is a high-impact, client-facing role in a fast-paced, performance-driven environment where ownership and accountability are central. You will also collaborate closely with internal teams to ensure seamless merchant experiences and measurable business results.

• Serve as a strategic advisor to assigned merchants, understanding their business goals and success criteria.
• Develop and execute tailored success plans that support merchant growth, retention, and satisfaction.
• Manage a portfolio of international merchants, maintaining regular communication through calls, emails, and health checks.
• Act as an escalation point for merchant issues and coordinate cross-functional resolution with internal teams.
• Drive adoption of key platform features to improve merchant performance and engagement.
• Monitor merchant health metrics and proactively address risks to prevent churn.
• Align merchant objectives with platform capabilities to maximize value and upsell opportunities.
• Own key performance indicators including revenue retention, logo retention, churn reduction, and upsell contribution.
• Collaborate cross-functionally to ensure smooth delivery of services and solutions for merchants.
• Continuously refine merchant strategies based on evolving needs and performance data.

• 6–12 years of experience in Account Management, Customer Success, Sales, or Merchant Services within SaaS or technology-driven environments.
• Proven experience managing international clients, ideally across North America, EMEA, or APAC regions.
• Strong ability to build and maintain strategic, long-term client relationships.
• Excellent written and verbal communication skills in English, with strong presentation abilities.
• Experience working with enterprise or high-value client portfolios.
• Strong analytical and problem-solving skills to assess merchant needs and propose effective solutions.
• Ability to collaborate cross-functionally across product, operations, and support teams.
• Familiarity with tools such as Excel, Salesforce, Outlook, or Power BI is a plus.
• Strong ownership mindset with the ability to work in a performance-driven, KPI-focused environment.

• Comprehensive medical, term life, and accidental insurance coverage.
• Generous leave structure including casual, earned, and public holidays.
• Paid maternity and paternity leave.
• Quarterly wellness days to support work-life balance.
• Work-from-home allowance and remote flexibility.
• Opportunity to work with global merchants across multiple international markets.
• Exposure to a high-growth, fast-scaling SaaS and e-commerce ecosystem.
• Inclusive and high-performance culture focused on ownership and continuous improvement.