The Merchant Retention Specialist is responsible for preventing merchant churnby 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 role is a specialized retention functionthat operates at the point of cancellation or escalation.
Responsibilities Merchant Save & Retention
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
Churn Analysis & Reporting
Accurately document cancellation reasons and save outcomes in Salesforce
Identify recurring churn drivers and escalation trends
Partner with RevOps, 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. riskdecisions to ensure Nexio retains the rightmerchants
Cross-Functional Collaboration
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
Qualifications
2–5 years experiencein 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 conversationsand 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
What is Nexio? 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
#J-18808-Ljbffr
This role is a specialized retention functionthat operates at the point of cancellation or escalation.
Responsibilities Merchant Save & Retention
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
Churn Analysis & Reporting
Accurately document cancellation reasons and save outcomes in Salesforce
Identify recurring churn drivers and escalation trends
Partner with RevOps, 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. riskdecisions to ensure Nexio retains the rightmerchants
Cross-Functional Collaboration
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
Qualifications
2–5 years experiencein 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 conversationsand 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
What is Nexio? 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
#J-18808-Ljbffr