Merchant Success Manager - eCommerce

Global Payments Inc.; Cambridge; On-site; GBP 45,000 - 65,000; Full time

Job summary

Global Payments Inc. is seeking a Merchant Success Manager – eCommerce to own the experience and outcomes for merchants enrolled in our premium paid service.

You will act as the main contact, drive success plans, and coordinate across growth and technical teams to deliver measurable improvements in payments performance. You will bring proven experience in customer success or complex account management, strong communication with senior stakeholders, and a commercial mindset focused on ROI and

Qualifications

• Experience in customer success, professional services, or complex account management.
• Strong communication skills and confidence working with senior merchant stakeholders.
• Commercial mindset with a focus on outcomes and ROI.
• Ability to navigate technical and commercial conversations.
• Organised, proactive, and comfortable working cross‑functionally.
• Interest in eCommerce, payments, and digital commerce optimisation.

Responsibilities

• Sell and support sales of Global Payment's new Professional Service offering.
• Act as the main point of contact for merchants using our paid eCommerce growth services.
• Own merchant outcomes, success plans, and ongoing service delivery.
• Coordinate technical and optimisation activity across specialist teams.
• Lead regular merchant reviews focused on performance, value delivered, and next opportunities.
• Ensure merchants benefit from enhanced SLAs, reporting tools, and premium fraud solutions.
• Identify risks early and keep merchants on track to achieve objectives.
• Demonstrate the value of the service through clear outcomes and results.

Skills

Customer success

Professional services

Account management

Communication

Commercial ROI

Technical conversations

Organised

Cross-functional

eCommerce payments

Job description

Global Payments is launching a premium eCommerce growth and optimisation service to help merchants improve payments performance and unlock additional revenue. We’re looking for a Merchant Success Manager – eCommerce to own the experience and outcomes for merchants enrolled in this paid service.

What You’ll Do

• Sell and support sales of Global Payment's new Professional Service offering
• Act as the main point of contact for merchants using our paid eCommerce growth services.
• Own merchant outcomes, success plans, and ongoing service delivery.
• Coordinate technical and optimisation activity across specialist teams.
• Lead regular merchant reviews focused on performance, value delivered, and next opportunities.
• Ensure merchants benefit fully from enhanced SLAs, reporting tools, and premium fraud solutions.
• Identify risks early and keep merchants on track to achieve their objectives.
• Demonstrate the value of the service through clear outcomes and results.

What Success Looks Like

• Merchants seeing measurable improvements in payments performance
• Strong merchant satisfaction and retention of paid services
• Clear delivery of value against agreed success metrics
• Effective coordination across growth and technical teams

What You Bring

• Experience in customer success, professional services, or complex account management
• Strong communication skills and confidence working with senior merchant stakeholders
• Commercial mindset with a focus on outcomes and ROI
• Ability to navigate technical and commercial conversations
• Organised, proactive, and comfortable working cross‑functionally
• Interest in eCommerce, payments, and digital commerce optimisation

Why join Global Payments

• Be part of a new, premium eCommerce services offering
• Work directly with merchants to deliver real revenue impact
• Collaborate with experts in payments, technology, and optimisation
• Help shape how eCommerce success is delivered at scale

What We Offer You

• A multifaceted role with a high degree of responsibility and a broad spectrum of opportunities
• A modern and flexible work environment and a dedicated, motivated, and supportive team
• Time to support charities and give back to your community
• A fantastic range of benefits designed to help support your lifestyle and well-being

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