Merchant Success Manager - eCommerce

Worldpay (UK) Limited; Milton; Hybrid; GBP 50,000 - 85,000; Full time

Job summary

Global Payments is seeking a Merchant Success Manager – eCommerce to own merchant outcomes for our paid growth service, coordinating across expert teams to translate optimisation activities into real commercial results.

You will lead merchant reviews, manage success plans, and demonstrate value through measurable improvements, premium SLAs, reporting tools, and strong ROI for senior stakeholders in eCommerce.

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.

Responsibilities

• 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.
• 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

Communication

Commercial mindset

Technical conversations

Organisation

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.This role is all about delivering value. You’ll work closely with merchants to understand their goals, coordinate expert teams, and ensure payments optimisation initiatives translate into real commercial results.What you’ll doSell and support sales of Global Payment's new Professional Service offeringAct 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 likeMerchants seeing measurable improvements in payments performanceStrong merchant satisfaction and retention of paid servicesClear delivery of value against agreed success metricsEffective coordination across growth and technical teamsWhat you bringExperience in customer success, professional services, or complex account managementStrong communication skills and confidence working with senior merchant stakeholdersCommercial mindset with a focus on outcomes and ROIAbility to navigate technical and commercial conversationsOrganised, proactive, and comfortable working cross‑functionallyInterest in eCommerce, payments, and digital commerce optimisationWhy join Global PaymentsBe part of a new, premium eCommerce services offeringWork directly with merchants to deliver real revenue impactCollaborate with experts in payments, technology, and optimisationHelp shape how eCommerce success is delivered at scaleWhat we offer youA multifaceted role with a high degree of responsibility and a broad spectrum of opportunitiesA modern and flexible work environment and a dedicated, motivated, and supportive teamTime to support charities and give back to your communityA fantastic range of benefits designed to help support your lifestyle and well-being#LI-BH1#IND2025#INDTECH2025