Merchant Success Executive

Merchant Success Executive – Payable (Pvt) Ltd

Job Overview

Payable (Pvt) Ltd is seeking a Merchant Success Executive to join its growing fintech team in Colombo. This full-time role is ideal for candidates passionate about customer success, merchant relationship management, onboarding, and post-sales support. The selected candidate will manage newly acquired merchants during their first six months after deployment, ensuring a smooth onboarding experience, strong engagement, timely issue resolution, and long-term merchant retention.

Position Details

Job Title: Merchant Success Executive
Company: Payable (Pvt) Ltd
Location: Colombo, Sri Lanka
Job Type: Full-Time
Industry: FinTech / Digital Payments / Financial Services
Job Category: Customer Success, Merchant Support, Account Management, Private Jobs

Company Overview

Payable (Pvt) Ltd is one of Sri Lanka’s leading fintech companies, powering over 40,000 merchants across the country. The company delivers innovative digital payment solutions that help businesses grow through seamless and secure financial technology.

Job Summary

The Merchant Success Executive is responsible for managing an assigned portfolio of newly acquired merchants during the first six months following deployment. The role focuses on successful onboarding, merchant engagement, retention, customer support, issue resolution, and collections follow-up to ensure merchants remain active and transition smoothly to the Customer Success team.

Key Responsibilities

• Manage an assigned portfolio of merchants during the first six months after deployment.
• Ensure merchants remain active and fully supported following onboarding.
• Support collections follow-up for rental payments and pending balances.
• Coordinate with Sales, Deployment, Customer Success, and Finance teams.
• Facilitate smooth merchant transition to the Customer Success team after six months.
• Conduct structured merchant follow-ups and engagement activities.
• Identify merchant churn risks and proactively engage merchants to reduce drop-offs.
• Resolve merchant issues or escalate them to the appropriate departments.
• Ensure merchants receive timely support and issue resolution.
• Maintain strong performance across assigned KPIs.

Candidate Requirements

Essential Skills

• Merchant relationship management.
• Customer retention and engagement.
• Issue resolution and customer support.
• Collections follow-up.
• Cross-functional team coordination.
• Excellent communication skills.
• Problem-solving ability.
• KPI ownership and performance management.

Preferred Qualifications

• Previous experience in:
  • Merchant Success
  • Customer Success
  • Account Management
  • Post-Sales Support
  • FinTech
  • Digital Payments
• Familiarity with merchant onboarding platforms.
• Comfortable working with Sales, Deployment, Customer Success, and Finance teams.
• Proven ability to reduce merchant churn and achieve retention KPIs.

Required Skills

• Customer Success
• Merchant Relationship Management
• Account Management
• Merchant Onboarding
• Customer Engagement
• Customer Retention
• Post-Sales Support
• Collections Management
• Problem Solving
• Communication Skills
• CRM Systems
• Cross-functional Collaboration
• FinTech Knowledge
• Digital Payments
• KPI Management
• Time Management

Salary & Benefits

• Attractive remuneration package.
• Career development opportunities within a leading fintech company.
• Professional training and continuous learning.
• Collaborative and innovative work environment.
• Opportunity to work with one of Sri Lanka’s largest digital payments providers.

How to Apply

Interested candidates should send their updated CV to:

Email: careers@payable.lk

Application Deadline: Apply within 14 days and mention Merchant Success Executive in the email subject line.

Company Information

Company: Payable (Pvt) Ltd
Address: 4th Floor, Huejay Court, No. 32, Sir Mohamed Macan Marker Mawatha, Colombo 03, Sri Lanka
Website: www.payable.lk
Telephone: +94 76 455 0331

Important Notes

• Prior experience in merchant success, customer success, account management, or fintech support will be a strong advantage.
• Candidates with knowledge of merchant onboarding platforms and customer retention strategies are encouraged to apply.
• Only shortlisted candidates will be contacted.