Nexio · 3 weeks ago
Merchant Retention Specialist
Orem, UT
Full-time
Onsite
Entry, Mid Level
$80K/yr - $120K/yr
2+ years expNexio is a company that transforms payment chaos into simplicity, helping merchants to grow their business. The Merchant Retention Specialist is responsible for preventing merchant churn by engaging customers who express intent to cancel and implementing retention strategies to preserve merchant relationships.
CMSFinancial ServicesPaymentsSoftware
Responsibilities
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
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. risk decisions to ensure Nexio retains the right merchants
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
Qualification
Required
2–5 years experience in 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 conversations and 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
Benefits
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
Costco snacks for days!
Company
Nexio
Nexio is a payment platform as a service (PaaS) for managing the chaos of payments.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
M
Mihir Godbole
Chief Technology Officer
J
Jason Hansen
Sr. Vice President of Sales
Recent News
2023-09-06
Company data provided by crunchbase