Merchant Success & Growth Strategist

EPOS Pte. Ltd.; Kuala Lumpur; On-site; MYR 48,000 - 64,000; Full time

Job summary

EPOS Pte. Ltd. in Kuala Lumpur is seeking a Merchant Success Executive to oversee customer lifecycle management and drive value growth for our merchant partners.

You will act as a trusted digital consultant, helping merchants adopt advanced features, realize ROI, renew partnerships, and identify opportunities to expand within existing accounts. This role requires strong communication, data-driven insights, and collaboration with Product, Support, and Sales teams to ensure long-term merchant

Qualifications

• Experience in Customer Success, Merchant Activation, Onboarding, or Account Management.
• Familiarity with B2B SaaS, Fintech, or E-Commerce platforms is preferred.
• Understanding of retail/FOOD & BEV operations and POS systems is a plus.
• Proficient with SaaS platforms, CRM tools, and data sheets (Excel/Google Sheets).
• Excellent communication, training/presentation skills, and empathy for small business owners.
• Willingness to travel to meet merchants.

Responsibilities

• Oversee customer lifecycle management and value growth for merchant partners.
• Serve as a trusted digital consultant to drive adoption of advanced features and renewals.
• Drive account expansion, upselling, and cross-selling within existing merchants.
• Collaborate with Product, Technical Support, and Sales teams to resolve issues and provide merchant feedback.

Skills

Customer Success

Merchant Activation

Onboarding

Account Management

Salesforce

HubSpot

Gainsight

Excel/Google Sheets

Communication

Travel

Tools

Salesforce

HubSpot

Gainsight

Job description

EPOS Pte. Ltd. in Kuala Lumpur is seeking a Merchant Success Executive to oversee customer lifecycle management and drive value growth for our merchant partners.

You will act as a trusted digital consultant, helping merchants adopt advanced features, realize ROI, renew partnerships, and identify opportunities to expand within existing accounts. This role requires strong communication, data-driven insights, and collaboration with Product, Support, and Sales teams to ensure long-term merchant