Merchant Retention Specialist

Join to apply for the Merchant Retention Specialist role at Nexio.

In-person in Orem, UT. Base pay $80,000.00/yr - $/yr.

The Merchant Retention Specialist is responsible for preventing merchant churn by engaging customers who express intent to cancel or show signs of attrition. This role focuses exclusively on saving at‑risk merchants, preserving Expected Gross Profit (EGP), and identifying the root causes of cancellation to improve Nexio’s long‑term retention strategy. This is a specialized retention function that operates at the point of cancellation or escalation.

• Engage merchants requesting cancellation or showing clear churn indicators
• Conduct structured save conversations to:
  • Address pricing and fee concerns
  • Resolve funding, reserve, or settlement issues
  • Navigate service or technical dissatisfaction
• Educate merchants on interchange, batching, and processing mechanics
• Execute approved retention strategies to preserve merchant relationships and revenue

• Accurately document cancellation reasons and save outcomes in Salesforce
• Identify recurring churn drivers and escalation trends
• Partner with Rev Ops, Support, Risk, and Underwriting to reduce systemic churn

• Apply retention tools within defined guardrails, including:
  • Temporary pricing relief
  • Fee credits or concessions
  • Contract modifications (where approved)
• Evaluate save vs. risk decisions to ensure Nexio retains the right merchants

• Coordinate with Support for post‑save handoff
• Work with Underwriting and Risk teams when funding, reserves, or chargebacks are involved
• Escalate complex issues appropriately while maintaining a strong merchant experience

• Churn rate reduction
• Save rate (saved accounts vs. cancellation requests)
• Expected Gross Profit (EGP) retained
• Time‑to‑resolution for save cases
• 60–90 day post‑save retention rate

• 2–5 years experience in one or more of the following:
  • Merchant services / payment processing
  • Fintech customer retention or escalations
  • Account management, save desk, or cancellations role
• Strong understanding of payment processing fundamentals, including:
  • Funding and settlement timing
  • Interchange vs. processor fees
  • Reserves and chargebacks
• Proven ability to handle cancellation conversations and fee objections calmly and professionally
• Experience documenting customer interactions in a CRM (Salesforce preferred)
• Excellent written and verbal communication skills
• Ability to assess when to save vs. when to let a merchant go

Nexio transforms payment chaos into simplicity, giving merchants the freedom to focus on what truly matters to them—growing their business. From smoothing out inefficiencies to securing seamless transactions, Nexio helps turn payments into a business’s competitive edge.

• Unlimited PTO
• Medical, Dental, Vision, Life, STD, and LTD insurances; 5% 401k match, HSA match
• Free therapy for employees and their dependents
• Nail Tech, Barber, Massage Therapist on‑site
• Costco snacks for days!

Mid‑Senior level

Full‑time

Other