Merchant Success Manager

About Staffing® is an Alberta-based recruitment company that connects jobseekers to employers across Canada. Established in 1996, About Staffing is a proud BBB Accredited business.

We have partnered with a growing tech company to support them in hiring a Merchant Success Manager.

Job ID: 43017

Job Type: Direct Hire

Category: Information Technology

Location: Calgary, Alberta

Our client is a leading fintech company, providing innovative payment solutions to a variety of merchants and integration partners. They are dedicated to helping businesses optimize transaction performance, streamline integrations, and access high-quality technical and operational support.

They are looking for a professional with 3+ years of experience in PSPs, fintech, or payment operations to join their team as a Merchant Success Manager. In this role, you will act as the primary liaison between merchants, integration partners, and internal teams, ensuring seamless platform integration, optimal transaction performance, and exceptional merchant support.

The team is collaborative, growth-oriented, and customer-focused. They value open communication, problem-solving, and professional development, creating an environment where employees are empowered to make an impact and grow their careers.

Duties and Responsibilities:

The key job functions are:

Serve as the main internal point of contact for merchants, guiding team members and ensuring clear communication.

Build a deep understanding of merchant business models to proactively identify optimization opportunities and improve conversion rates.

Conduct regular integration reviews, provide performance insights, and develop strategic account plans.

Manage and resolve merchant inquiries, coordinating with internal teams for timely solutions.

Support merchants and integrators with technical API integrations, including payment gateways, tokenization, and settlement APIs.

Troubleshoot transaction issues, monitor payment flows, and work with engineering teams to resolve technical incidents quickly.

Collaborate with Product and Tech teams to test new features, integrations, and payment methods.

Assist merchants with system configurations, fraud tools, and reconciliation processes.

Monitor merchant performance metrics—approval rates, platform timing, transaction generation—and provide actionable recommendations.

Manage escalations related to technical issues, off-policy requests, and disputes in collaboration with Sales and Operations.

Ensure merchant compliance with PSP requirements, licensing, and regulatory standards.

Partner with Sales, BI, Compliance, Product, and Onboarding teams to support smooth merchant lifecycle management.

Act as the “Voice of the Merchant” internally to advocate for feature requests, process improvements, and service enhancements.

Support internal documentation and knowledge sharing for integration and merchant management best practices.

Education:

Bachelor’s degree in Business, Computer Science, Finance, or a related field is required.

Qualifications:

Clear RCMP and credit check required.

Experience:

Minimum of 3 years in relevant roles within payments, fintech, or merchant success.

Experience with global or regional payment methods such as Visa, Mastercard, Interac, or e-wallets is preferred.

Prior exposure to risk management, fraud prevention tools, regulatory compliance (KYC, AML), or merchant acquiring is a plus.

Skills:

Excellent verbal, written, and presentation communication skills.

Strong analytical and problem-solving abilities.

Ability to manage multiple complex issues, prioritize tasks, and meet deadlines.

Customer-first mindset with a focus on partnership, trust, and business impact.

Adaptable, resilient, and comfortable in a fast-paced, collaborative environment.

Base Salary: $90,000 – 100,000 per year

Salary based on experience.

Full benefits package included.

Work Hours:

40 hours per week.

Monday to Friday.

Additional Notes:

This opportunity does not include relocation. It will be the responsibility of the candidate should relocation be required.

All applicants must be authorized to work in Canada to be considered for employment.