Job Description
Softwarehouse trading as Paynow is looking for a Customer Success Associate to support our growing merchant base. The role ensures that merchants are smoothly onboarded, activated, supported, and retained contributing to ongoing Gross Transaction Value (GTV) across assigned verticals. You will work closely with Sales, Vertical Leads, Product, Marketing, and Technical Support to deliver an outstanding merchant experience and drive long-term usage of Paynow products.
Duties and Responsibilities
Key Responsibilities
1. Merchant Onboarding & Activation
Guide new merchants through onboarding and documentation.
Conduct product training sessions and walkthroughs.
Ensure merchants activate and transact within expected timelines.
Validate KYC, contracts, and configuration accuracy.
2. Customer Support & Issue Resolution
Respond promptly to merchant queries (first-line support).
Escalate technical issues and coordinate with Tech Support.
Maintain professional, solution-oriented communication.
Log all interactions and support tickets in CRM.
3. Merchant Health & Retention
Monitor merchant activity, usage, and GTV patterns.
Identify early signs of churn and take corrective action.
Maintain up-to-date health scores and retention plans.
Build trust-based, long-term merchant relationships.
4. Adoption, Growth & Insights
Encourage use of key product features and channels.
Identify cross-sell or upsell opportunities for Sales.
Support marketing activations and vertical-specific campaigns.
Provide structured feedback to Product and RevOps.
5. Reporting & Documentation
Submit weekly onboarding and health reports.
Maintain accurate, complete merchant documentation.
Contribute insights to vertical reviews and GTM meetings.
Qualifications and Experience
Skills & Competencies
Excellent communication and customer empathy
Understanding of digital payments & onboarding processes
Proficiency in CRM systems and Google Suite
Patience, resilience, and a service-driven mindset
Qualifications & Experience
Diploma/Degree in Business, IT, Marketing, Finance, or related field
1–2 years’ experience in fintech, telecoms, payments, or customer-facing digital roles
Experience in onboarding, support, or customer success (advantage)
Knowledge of KYC and merchant operations (advantage)
How to Apply
Application Process
Interested and qualified candidates should:
Click here - https://forms.gle/ssu2ALDPRHz7JHcs9 to complete the application form and apply by 12 December 2025.
Only shortlisted candidates will be contacted.Applications will only be considered if submitted via the official form, and only shortlisted candidates will be contacted; direct emails or canvassing are strictly prohibited and will not be entertained.
