# Partner Success Specialist

**Company:** [NMI](https://hotfix.jobs/companies/nmi)
**Location:** Remote
**Role:** Customer Success
**Salary:** $55k – $60k/yr
**Experience:** 2+ years
**Skills:** Crm Systems, Microsoft Office, Google Workspace, Merchant Processing, Merchant Underwriting, Payment Processing, Merchant Boarding, Account Management, Customer Success, Cross-Functional Collaboration
**Posted:** 2026-08-31

> Supports and grows a portfolio of payment-industry partners by guiding merchant onboarding, resolving underwriting and operational issues, and coordinating internal teams. Requires at least two years of relevant partner, account management, customer success, merchant services, or payments experience.

## Job Description

## 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.

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