Role purpose
The Merchant Success Officer is responsible for turning newly acquired enterprise parents and their outlet networks into active, stable and product-using Kolomoni clients. The role focuses on onboarding quality, implementation readiness, first inflow, first live transaction, and early usage stability across the first 30, 60 and 90 days.
Key responsibilities
• Coordinate documentation readiness, account setup, settlement mapping and implementation milestones.
• Drive first inflow, first transaction, first settlement and other agreed activation thresholds.
• Track outlet activation daily and escalate accounts that remain signed but inactive.
• Coach clients through live usage and hand over stable accounts into longer-term portfolio management.
• Capture onboarding friction points and feed them back into Product, CX and Operations.
Key deliverables
• High 30/60/90-day activation outcomes.
• Low signed-but-inactive ratios and lower early-stage churn.
• Clean implementation records and disciplined handover into account management.
Requirements
• 3–6+ years in activation, onboarding, client implementation, customer success or merchant support.
• Strong checklist discipline, patience, urgency and clarity in client guidance.
• Ability to coordinate across Operations, Compliance, Technology and CX.
BenefitsIndustry Standard