Merchant Retention Specialist

Nexio•Orem, UT

1d•$80,000 - $120,000•Onsite

About The Position

The Merchant Retention Specialist is responsible for preventing merchant churn by 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 function that operates at the point of cancellation or escalation.

Requirements

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

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
Retention Strategy Execution 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
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