Merchant Success Manager — Onsite Brisbane

PRX Vault; Brisbane; Presencial; AUD 90.000 - 100.000; Jornada completa

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Relationship building

Communication

Organisation

Attention to detail

CRM usage (Attio)

CRM experience (HubSpot or similar)

Google Workspace

Microsoft Excel

Herramientas

Attio CRM

HubSpot

Google Workspace

Microsoft Excel

Descripción del empleo

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.