Merchant Success Manager

PRX Vault; Brisbane; On-site; AUD 90,000 - 100,000; Full time

Job summary

PRX Vault is seeking a proactive Merchant Success Manager to onboard new merchants, establish strong partnerships, and drive value from day one. You will coordinate onboarding workflows, verify documentation, set up offers, and ensure a fast go-live experience that demonstrates tangible results for merchants.

You’ll manage ongoing relationships, conduct performance reviews, and discover ways to improve campaigns, content, and timing for sustained growth.

Qualifications

• Experience in account management, customer success, onboarding or a similar client-facing role.
• Excellent relationship-building, written and verbal communication skills.
• Strong organisation and time management, with the ability to manage multiple merchants and priorities at once.
• Strong attention to detail and data accuracy.
• Experience using a CRM (we use Attio; experience with HubSpot or similar is welcome).
• Proficiency in Google Workspace and Microsoft Excel.

Responsibilities

• Own the onboarding journey for newly signed merchants, from handover through to going live.
• Guide merchants through verification, documentation and agreements, including merchant ID (MID) details where required.
• Set up merchant profiles and offers, and work with merchants on cashback rates, offer content and promotional campaigns.
• Run onboarding calls and set clear expectations, timelines and next steps.
• Collaborate with SDRs and Business Development Managers to ensure seamless handovers from sales.
• Work with Operations, Marketing and Product to resolve blockers and keep onboarding on track.
• Manage a portfolio of merchant partners and act as their primary point of contact.
• Build trusted, long-term relationships with key merchant stakeholders.
• Conduct regular account reviews and performance discussions, using data to show merchants the value they are getting.
• Proactively find new ways to improve merchant results, such as new offers and campaign timing.
• Drive merchant retention, satisfaction and engagement; identify at-risk accounts early and act on it.
• Identify upsell and cross-sell opportunities where they genuinely benefit the merchant.
• Resolve merchant enquiries promptly and professionally, and escalate issues internally where needed.
• Gather merchant feedback and share insights with the Sales, Marketing and Product teams.
• Keep merchant records accurate and up to date in our CRM (Attio), including onboarding status, activation and account health.
• Track and report on onboarding times, merchant activity, campaign performance and retention.
• Continuously improve onboarding and account management processes as we scale.

Skills

Relationship building

Communication

Organisation

Attention to detail

CRM usage (Attio)

CRM experience (HubSpot or similar)

Google Workspace

Microsoft Excel

Tools

Attio CRM

HubSpot

Google Workspace

Microsoft Excel

Job description

Reports to: Head of Sales & Partnerships

Salary range: $90,000-$100,000

Merchant Success Manager

Employment type: Full-time

Location: Brisbane (Onsite)

Reports to: Head of Sales & Partnerships

Salary range: $90,000-$100,000

About PRX Vault

PRX Vault is redefining how businesses use rewards, loyalty and customer engagement. We're a fast-growing technology company building a marketplace that connects merchants with engaged consumers through meaningful offers and experiences.

As a core member of our commercial team, you'll shape how we onboard, support and grow our merchant partners as the business scales.

The Opportunity

We're looking for a proactive, highly organised relationship builder who is equally comfortable working with data and with people. As our Merchant Success Manager, you'll be responsible for onboarding new merchants, building lasting relationships with them, and continually finding new ways to make their partnership with PRX Vault a success. From the moment a merchant signs, you'll be their trusted point of contact: getting them live quickly, helping them get real results, and growing the relationship over time.

Why This Role Matters to PRX

Merchants are the foundation of PRX Vault. Our marketplace only works when merchants are live, engaged and seeing results, because great offers are what bring consumers to the platform and keep them coming back.

• First impressions set the tone. A smooth, fast onboarding experience determines how quickly a merchant goes live and how confident they are in PRX from day one.
• Retention drives growth. Merchants who see value stay, expand their offers and become advocates. That is the most efficient way for PRX to scale.
• Merchant success powers the marketplace. Healthy, active merchant relationships mean better offers for consumers, more cashback activity and stronger revenue for PRX.
• You are the voice of the merchant. The insights you gather from merchants will directly shape our product, sales and marketing decisions.

In short, this role is critical to PRX's success: it turns signed merchants into thriving, long-term partners.

What You'll Be Doing

Merchant Onboarding

• Own the onboarding journey for newly signed merchants, from handover through to going live.
• Guide merchants through verification, documentation and agreements, including merchant ID (MID) details where required.
• Set up merchant profiles and offers, and work with merchants on cashback rates, offer content and promotional campaigns.
• Run onboarding calls and set clear expectations, timelines and next steps.
• Collaborate with SDRs and Business Development Managers to ensure seamless handovers from sales.
• Work with Operations, Marketing and Product to resolve blockers and keep every onboarding on track.

Relationship Management & Growth

• Manage a portfolio of merchant partners and act as their primary point of contact.
• Build trusted, long-term relationships with key merchant stakeholders.
• Conduct regular account reviews and performance discussions, using data to show merchants the value they are getting.
• Proactively find new ways to improve merchant results, such as new offers, better campaign timing, content opportunities and expanded participation.
• Drive merchant retention, satisfaction and engagement; identify at-risk accounts early and act on it.
• Identify upsell and cross-sell opportunities where they genuinely benefit the merchant.
• Resolve merchant enquiries promptly and professionally, and escalated issues internally where needed.
• Gather merchant feedback and share insights with the Sales, Marketing and Product teams.

Operations & Reporting

• Keep merchant records accurate and up to date in our CRM (Attio), including onboarding status, activation and account health.
• Track and report on onboarding times, merchant activity, campaign performance and retention.
• Continuously improve onboarding and account management processes as we scale.

What Success Looks Like

Within your first 6–12 months you will:

• Onboard new merchants quickly and smoothly, with merchants going live in a timely way and with confidence.
• Build strong, trusted relationships across your merchant portfolio.
• Achieve high merchant activation, satisfaction and retention.
• Uncover and deliver new opportunities that grow merchant engagement and campaign performance.
• Maintain high-quality CRM data and clear reporting on merchant health.
• Help define and refine PRX's merchant success playbook.

Skills & Experience

Essential

• Experience in account management, customer success, onboarding or a similar client-facing role.
• Excellent relationship-building, written and verbal communication skills.
• Strong organisation and time management, with the ability to manage multiple merchants and priorities at once.
• Strong attention to detail and data accuracy.
• Experience using a CRM (we use Attio; experience with HubSpot or similar is welcome).
• Proficiency in Google Workspace and Microsoft Excel.
• Comfortable learning new technology platforms.
• A customer-focused, proactive and problem-solving attitude.

Highly Desirable

• Previous experience in SaaS, technology or marketplace businesses.
• Understanding of merchant, retail, payments or loyalty industries.
• Experience with merchant or client onboarding.
• CRM reporting and dashboard creation.
• Experience working in a startup or scale-up environment.

Who You Are

You genuinely enjoy helping businesses succeed. You're a natural relationship builder who is just as comfortable running a data-driven account review as you are picking up the phone to solve a merchant's problem.

You take ownership, follow through, and are always looking for a better way to do things. You're curious, adaptable and excited to join a business where your work has a direct impact on its growth.

Why Join PRX Vault?

• A high-impact role at the centre of PRX's growth.
• Work with an ambitious, fast-growing technology company.
• Exposure to Sales, Partnerships, Marketing, Product and Operations.
• Opportunity to shape merchant success processes from the ground up.
• Collaborative, supportive and entrepreneurial culture.
• Ongoing learning and professional development.
• Genuine career progression as the business scales.

Key Competencies

• Customer Focus
• Relationship Building
• Attention to Detail
• Organisation & Planning
• Problem Solving
• Initiative
• Adaptability
• Communication
• Teamwork
• Accountability
• Technology Proficiency
• Continuous Improvement

Preferred Qualifications

• 2+ years in account management, customer success, onboarding, sales support or operations.
• Experience using a CRM platform.
• Proficiency in Google Workspace.
• Australian working rights.