Merchant Success Manager – eCommerce

About the role

Global Payments is launching a premium eCommerce growth and optimisation service and needs a Merchant Success Manager to own the experience and outcomes for merchants enrolled in this paid offering. You will work closely with merchants to understand their goals, coordinate expert teams, and ensure that payments optimisation initiatives translate into measurable commercial results.

Key responsibilities

• Sell and support sales of Global Payments' new Professional Service offering.
• Act as the main point of contact for merchants using the paid eCommerce growth service.
• 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 fully benefit 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.

Required profile

• 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.

Required skills

What we offer

• A multifaceted role with high responsibility and broad opportunities.
• A modern, flexible work environment and a supportive team.
• Time to support charities and give back to the community.
• A comprehensive benefits package designed to support lifestyle and well‑being.