Director of Client Success

*Director of Merchant Success Manager*Candidates should take the time to read all the elements of this job advert carefully Please make your application promptly.*Location*: Nashville, TN (In-Office)*Income*: $80,000.00 - $120,000.00 per year*Who We Are*: Payment Nerds specializes in helping businesses of all sizes and types accept credit cards for the products and services they offer. We are a subsidiary of Electronic Merchant Systems (Cleveland, OH) and Payment Cloud (Los Angeles), VC-backed by Wavemaker, and we are establishing a strong presence in Nashville, TN. We pride ourselves on innovation, customer advocacy, and delivering exceptional service to every merchant (customer) we partner with.*The Role*:We are looking for a high-performing, senior-level professional to join our team as Director of Merchant Success. This is a unique opportunity to lead and shape the merchant onboarding and support process in a fast-growing startup sales organization. You will work directly with new merchants and our bank partners to ensure smooth onboarding, advocate for our merchants, and troubleshoot complex issues.*Key Responsibilities*:* Serve as the primary point of contact for new merchants during onboarding, ensuring all technology and processes are working seamlessly.* Act as a liaison between merchants, sales teams, and bank partners to resolve issues and provide timely, professional support.* Handle escalations, including merchants placed on hold or with reserves on their accounts, assisting them with fund releases and resolving account-related concerns.* Monitor and manage bank service tickets, stepping in proactively to advocate for merchants and maintain positive relationships.* Collaborate across teams and industries to troubleshoot issues, implement solutions, and improve processes.* Support the sales team by working directly on merchant accounts to resolve issues, increase activation, retain merchants, and improve customer satisfaction.* Contribute to a fast-paced startup environment with flexibility to take on new tasks, projects, and responsibilities as they arise.* Utilize and navigate multiple systems, including CRMs, Google Workspace, spreadsheets, and custom business portals.*Qualifications*:* Extensive experience in customer service, payments, or fintech industries is highly preferred.* Strong understanding of sales processes and the ability to collaborate effectively with sales teams.* Excellent problem-solving skills with a proven ability to work independently and take initiative.* Comfortable navigating technology platforms, CRMs, spreadsheets, and business portals.* Outstanding communication skills and ability to build strong relationships with merchants, internal teams, and partners.* Experience with escalations, dispute resolution, or account management is a plus.* Demonstrated ability to thrive in a fast-paced, startup environment.*Why Join Us*:* Make a real impact on merchant success by improving onboarding, retention, and customer satisfaction.* Take ownership of complex issues and solve problems independently, collaborating across teams and with bank partners.* Play a key role in shaping processes and strategies in a growing startup environment.* Work closely with executive leadership and revenue operations to influence business outcomes.* Opportunity to grow professionally, expand your expertise in fintech and payments, and take on new challenges.* Casual dress code and supportive, dynamic work environment.* Health insurance (including vision & dental), paid time off, and paid holidays.At Payment Nerds, you'll have the opportunity to make a meaningful impact on merchant success, contribute to the growth of a startup sales organization, and work closely with executive leadership. We value independent problem solvers who can jump in, think strategically, and deliver results.*Apply Today*:If you're ready to take ownership of merchant success, work collaboratively with high-performing teams, and make an impact in the payments industry, we want to hear from you!-*Job Type*:* Full-time* $80,000.00 - $120,000.00 per yearShift:* 8-hour shift*Ability to Commute*:* Nashville, TN 37203 (Required)* *Work Location: In person*Job Type: Full-timePay: $80,000.00 - $120,000.00 per yearBenefits:* Dental insurance* Health insurance* Paid time off* Vision insuranceWork Location: In person

Created: 2025-10-10