Director of Client Success

Director of Merchant Success Manager

Candidates should take the time to read all the elements of this job advert carefully Please make your application promptly.

Location : Nashville, TN (In-Office)

Income : $80,000.00 - $120,000.00 per year

Who We Are : Payment Nerds specializes in helping businesses of all sizes and types accept credit cards for the products and services they offer. We are a subsidiary of Electronic Merchant Systems (Cleveland, OH) and Payment Cloud (Los Angeles), VC-backed by Wavemaker, and we are establishing a strong presence in Nashville, TN. We pride ourselves on innovation, customer advocacy, and delivering exceptional service to every merchant (customer) we partner with.

The Role :

We are looking for a high-performing, senior-level professional to join our team as Director of Merchant Success. This is a unique opportunity to lead and shape the merchant onboarding and support process in a fast-growing startup sales organization. You will work directly with new merchants and our bank partners to ensure smooth onboarding, advocate for our merchants, and troubleshoot complex issues.

Key Responsibilities :

• Serve as the primary point of contact for new merchants during onboarding, ensuring all technology and processes are working seamlessly.
• Act as a liaison between merchants, sales teams, and bank partners to resolve issues and provide timely, professional support.
• Handle escalations, including merchants placed on hold or with reserves on their accounts, assisting them with fund releases and resolving account-related concerns.
• Monitor and manage bank service tickets, stepping in proactively to advocate for merchants and maintain positive relationships.
• Collaborate across teams and industries to troubleshoot issues, implement solutions, and improve processes.
• Support the sales team by working directly on merchant accounts to resolve issues, increase activation, retain merchants, and improve customer satisfaction.
• Contribute to a fast-paced startup environment with flexibility to take on new tasks, projects, and responsibilities as they arise.
• Utilize and navigate multiple systems, including CRMs, Google Workspace, spreadsheets, and custom business portals.

Qualifications :

Extensive experience in customer service, payments, or fintech industries is highly preferred.

Strong understanding of sales processes and the ability to collaborate effectively with sales teams.

Excellent problem-solving skills with a proven ability to work independently and take initiative.

Comfortable navigating technology platforms, CRMs, spreadsheets, and business portals.

Outstanding communication skills and ability to build strong relationships with merchants, internal teams, and partners.

Experience with escalations, dispute resolution, or account management is a plus.

Demonstrated ability to thrive in a fast-paced, startup environment.

Why Join Us :

Make a real impact on merchant success by improving onboarding, retention, and customer satisfaction.

Take ownership of complex issues and solve problems independently, collaborating across teams and with bank partners.

Play a key role in shaping processes and strategies in a growing startup environment.

Work closely with executive leadership and revenue operations to influence business outcomes.

Opportunity to grow professionally, expand your expertise in fintech and payments, and take on new challenges.

Casual dress code and supportive, dynamic work environment.

Health insurance (including vision & dental), paid time off, and paid holidays.

At Payment Nerds, you'll have the opportunity to make a meaningful impact on merchant success, contribute to the growth of a startup sales organization, and work closely with executive leadership. We value independent problem solvers who can jump in, think strategically, and deliver results.

Apply Today : If you're ready to take ownership of merchant success, work collaboratively with high-performing teams, and make an impact in the payments industry, we want to hear from you!

Job Type :

Full-time

$80,000.00 - $120,000.00 per year

Shift :

8-hour shift

Ability to Commute :

Nashville, TN 37203 (Required)

Work Location : In person

Job Type : Full-time

Pay : $80,000.00 - $120,000.00 per year

Benefits :

Dental insurance

Health insurance

Paid time off

Vision insurance

Work Location : In person