Merchant Success Manager - eCommerce

Global Payments is launching a premium eCommerce growth and optimisation service to help merchants improve payments performance and unlock additional revenue. We’re looking for a Merchant Success Manager – eCommerce to own the experience and outcomes for merchants enrolled in this paid service.

This role is all about delivering value
. You’ll work closely with merchants to understand their goals, coordinate expert teams, and ensure payments optimisation initiatives translate into real commercial results.

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

• Merchants seeing measurable improvements in payments performance
• Strong merchant satisfaction and retention of paid services
• Clear delivery of value against agreed success metrics
• Effective coordination across growth and technical teams

• 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

• Be part of a new, premium eCommerce services offering
• Work directly with merchants to deliver real revenue impact
• Collaborate with experts in payments, technology, and optimisation
• Help shape how eCommerce success is delivered at scale

• A multifaceted role with a high degree of responsibility and a broad spectrum of opportunities
• A modern and flexible work environment and a dedicated, motivated, and supportive team
• Time to support charities and give back to your community
• A fantastic range of benefits designed to help support your lifestyle and well-being