Merchant Success Officer

Role purpose

The Merchant Success Officer is responsible for turning newly acquired enterprise parents and their outlet networks into active, stable and product-using Kolomoni clients. The role focuses on onboarding quality, implementation readiness, first inflow, first live transaction, and early usage stability across the first 30, 60 and 90 days.

Key responsibilities

• Coordinate documentation readiness, account setup, settlement mapping and implementation milestones.

• Drive first inflow, first transaction, first settlement and other agreed activation thresholds.

• Track outlet activation daily and escalate accounts that remain signed but inactive.

• Coach clients through live usage and hand over stable accounts into longer-term portfolio management.

• Capture onboarding friction points and feed them back into Product, CX and Operations.

Key deliverables

• High 30/60/90-day activation outcomes.

• Low signed-but-inactive ratios and lower early-stage churn.

• Clean implementation records and disciplined handover into account management.

Requirements

• 3–6+ years in activation, onboarding, client implementation, customer success or merchant support.

• Strong checklist discipline, patience, urgency and clarity in client guidance.

• Ability to coordinate across Operations, Compliance, Technology and CX.

Experience in fintech industry.
Benefits
Industry Standard
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