Merchant Growth & Success Strategist

EPOS; Kuala Lumpur; On-site; MYR 60,000 - 72,000; Full time

Job summary

EPOS in Malaysia seeks a Merchant Success Executive to oversee merchant lifecycle management, drive ROI, and renew partnerships. You will act as a trusted digital consultant, guiding merchants to adopt advanced features such as membership programs, marketing tools, inventory management, and multi-store aggregation, while expanding account value.

You will manage renewals, monitor churn indicators, coordinate with Technical Support and Product teams, identify upsell opportunities, and advocate for

Qualifications

• 1+ year in Customer Success, Merchant Activation, Onboarding or Account Management.
• Experience in POS, B2B SaaS, Fintech, or E-Commerce platforms.
• Solid understanding of retail, service, or F&B store operations and POS systems.
• Comfortable navigating SaaS platforms and CRM tools; data sheets (Excel/Sheets).
• Excellent communication, training/presentation skills and empathy for small merchants.
• Willingness to travel to meet merchants.

Responsibilities

• Oversee merchant lifecycle, adoption of advanced features and ROI realization.
• Lead renewal discussions 30–60 days ahead and monitor churn indicators.
• Identify upsell/cross-sell opportunities and coordinate handoffs to Sales/BD.
• Aggregate merchant feedback and advocate for merchants within product and ops.

Skills

Customer Success

Account Management

CRM Tools

Data Analysis

Communication

Travel Availability

Tools

Salesforce

HubSpot

Gainsight

Job description

EPOS in Malaysia seeks a Merchant Success Executive to oversee merchant lifecycle management, drive ROI, and renew partnerships. You will act as a trusted digital consultant, guiding merchants to adopt advanced features such as membership programs, marketing tools, inventory management, and multi-store aggregation, while expanding account value.

You will manage renewals, monitor churn indicators, coordinate with Technical Support and Product teams, identify upsell opportunities, and advocate for