Merchant Success Manager

About Quidax

Quidax is where crypto meets limitless possibilities. Were making digital asset access effortless for individuals businesses and fintechs in Africa. Our goal Providing real value for our customers while driving the future of Finance.

About the Role

In this role you will be responsible for ensuring merchants are successfully onboarded actively transacting and consistently growing on the platform. This role requires close monitoring of merchant activity quick resolution of issues and continuous engagement to drive performance.

This role requires speed ownership and the ability to operate in a fast-moving environment where merchant performance directly impacts revenue. You are expected to take full ownership of your merchant portfolio understand how each merchant operates track their activity closely identify risks early and take action before performance declines.

You will work closely with internal teams to resolve issues improve merchant experience and ensure merchants are able to transact without friction.

Key Responsibilities

• Onboard new merchants and ensure they go live without delays
• Manage a portfolio of merchants and be accountable for their activity retention and overall performance.
• Monitor merchant activity failed transactions and behavioural trends to identify issues early.
• Identify at-risk merchants early and take action to prevent churn.
• Run structured merchant conversations focused on performance and growth.
• Resolve merchant issues end-to-end and follow through until completion.
• Work closely with cross-functional teams to unblock merchants.
• Maintain clean and accurate CRM records across all merchant interactions.
• Improve internal processes and how merchants are managed at scale.

What Success Looks Like (First 3 - 6 Months)

• Strong understanding of the full Quidax product suite and merchant flows.
• Ability to onboard merchants independently and get them live quickly
• Clear visibility into merchant performance across your portfolio
• Your portfolio NRR (Net Revenue Retention: how much revenue youre keeping and growing from existing merchants) is strong meaning merchants are staying active and spending more over time.
• Early identification of volume drops inactivity and operational issues.
• Consistent engagement with merchants based on data not guesswork.
• Clean structured CRM usage across all managed accounts.
• Strong collaboration with internal teams to get things done quickly.
• Faster resolution of merchant issues with minimal follow-up required.

What were looking for

• Experience in Account Management Customer Success or Merchant Success preferably in a B2B setting.
• Strong communication and stakeholder management skills
• Comfortable using data to track performance identify issues and make decisions.
• High ownership and strong follow-through.
• Ability to operate in a fast-paced environment.
• Strong attention to detail.
• B2B Fintech experience is a major plus

Reporting Line

Youll report to the Merchant Success Lead and work closely with Product Engineering Compliance Finance and Sales to manage merchant performance and resolve issues.

Why Quidax

At Quidax were building the future of finance in Africa through crypto. Youll have the freedom to innovate the space to lead and the backing to build something that truly scales. If youre ready to build an engineering org that delivers excellence at scale lets talk.

Whats In It For YouWhen you join Quidax youre not just taking a job youre jumping into a community thats bold remote-first and building for the future. Heres what you get:

Fair Pay Ownership

• Competitive salary based on your skills and experience; annual merit-based reviews to keep your growth visible and rewarded

Growth Thats Real

• Annual performance reviews clear promotion cycles; recognition for great work from shoutouts to milestone rewards
• Personal development fund (courses books conferences); study leave so you can keep learning

Work That Works For You

• Fully remote forever flexible working hours

Time Off That Respects Life

• Unlimited paid time off Nigerian national holidays
• Parental sick compassionate and life event leave; we show up for you

Connection That Feels Real

• Quarterly remote team hangouts annual offsite; interest-based communities (SIGs)
• Regular engagement surveys; your voice matters
• Health & life coverage in select locations

TL;DR:Youll do meaningful work grow fast and have the flexibility to live your best life all while building something big with people who care.

Lets build the future of finance together

How to apply:

We love seeing applications that speak directly to us. Its easy for your application to get lost in a sea of generic ones especially when were sorting through dozens of them. So make yours stand out! Show us your personality your passion and why youre the perfect fit. We appreciate the effort it takes to create something thoughtful and unique.

If you make it through to the next stage youll likely get a pre-interview questionnaire. Think of it as a chance to show us how youd approach the challenges we face here at Quidax. Imagine youre already part of the team and walk us through your thought process as you tackle the problems we throw your way.

What our hiring process looks like

Its a three-step process.

1. First Connect (with the Recruiter) - 30 minsLets talk about your experience your story and how you might fit at Quidax.

2. Technical Chat - 120 minsTalk us through your real wins show us how you solve problems live with the team.

3. Culture Chat - 45 mins

You get the change to meet members of our leadership team and yall can talk shop.

Stay connected with Quidax through LinkedIn and Instagram for the latest updates.