Partner Success Specialist

Responsibilities

• Serve as the primary point of contact for assigned partners, building relationships through consistent communication and proactive outreach.
• Guide partners through merchant account submissions, onboarding requirements, pricing structures, equipment options, and partner programs.
• Liaise with underwriting teams to facilitate merchant application approvals, identify outstanding requirements, collect documentation, and monitor application status.
• Escalate complex underwriting issues and advocate for timely resolution.
• Support inquiries about residual payouts, commissions, application status, pricing, program structures, equipment, account operations, and partner programs.
• Collaborate with Underwriting, Boarding, Risk, Technical Support, Finance, Operations, and Sales to investigate and resolve issues.
• Maintain accurate records of partner interactions and issue resolution activities.
• Manage a portfolio of partners, conduct outreach to encourage merchant submissions and activations, and develop action plans for onboarding challenges.
• Monitor partner activity and engagement metrics to identify growth opportunities and support initiatives that improve boarding volume and long-term engagement.
• Communicate partner feedback and trends to management and relevant departments.
• Participate in process improvement initiatives and partner-focused special projects.

Requirements

• 2+ years of experience in partner support, account management, customer success, merchant services, payments, or a related field.
• Excellent verbal and written communication skills.
• Strong problem-solving and critical-thinking abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Proficiency with CRM systems and Microsoft Office or Google Workspace.

Nice-to-Haves

• Understanding of merchant processing, underwriting workflows, and payment industry operations.
• Experience supporting ISO, ISV, agent, referral, or channel partner programs.
• Knowledge of merchant underwriting, boarding processes, and payment processing terminology.
• Experience working cross-functionally to resolve customer or partner issues.

Compensation and Benefits

• Annual salary: $55,000–$60,000 USD.
• Remote-first culture.
• Competitive benefits, flexible PTO, and dedicated sick time.
• Health, dental, and vision insurance.
• Life, accidental death and dismemberment, short-term, and long-term disability insurance.
• 401(k) matching up to 4% after two months of service.
• Flexible Spending Account.
• Paid parental leave.
• Company volunteer days.
• Employee referral program.
• Colleague recognition program.