Merchant Success Manager

COMPANY OVERVIEW

One Park Financial (OPF) is a leading Financial Technology company dedicated to empowering small businesses by connecting them with flexible financing and funding options. Our mission is to provide entrepreneurs with the working capital they need to elevate their businesses. At OPF, we believe in working with high-performing individuals who are ready to play an integral part in our company's expansion — because our success hinges on our people.

About the Role

The Merchant Experience Manager is our merchants' most important advocate inside the organization. This role exists because our merchants deserve more than a transaction — they deserve a seamless, supported, and predictable experience every step of the way. From the moment a merchant is approved to the day they renew (and renew again), this person is responsible for making sure that journey is clear, frictionless, and worthy of their trust.

This is not a reactive role. The Merchant Experience Manager proactively identifies where merchants are struggling, anticipates how they are likely to feel at each stage of their journey, and designs intentional interventions before frustration becomes a phone call — or worse, a lost relationship. Reporting to the CMO, this role connects customer success, lifecycle marketing, product, and operations around a single north star: the merchant.

RESPONSIBILITIES

Merchant Journey Mapping & Roadblock Identification

• Conduct a comprehensive audit of every merchant touchpoint — from approval through funding, servicing, and renewal — with fresh eyes and a merchant-first lens

• Identify and document friction points, experience gaps, and moments where merchants feel confused, unsupported, or at risk of disengaging

• Map the emotional arc of the merchant journey, understanding not just what happens but how merchants feel at each stage

• Build and maintain a living merchant experience playbook that guides every team touching the merchant relationship

Sentiment Anticipation & Proactive Engagement

• Develop a merchant health model that uses behavioral signals — payment patterns, balance, engagement, days remaining — to anticipate sentiment before it surfaces as a complaint or churn

• Design proactive outreach cadences that meet merchants where they are, with the right message at the right moment — not after the frustration has already set in

• Build a relationship with our merchants through direct phone interactions and other sources of collaboration

Renewal Pipeline & Early Intervention

• Work upstream with the NAE sales team to understand the merchant signals that predict renewal versus dropout

• Build early intervention frameworks — payment plans, restructures, check-in touchpoints — designed around merchant dignity and long-term relationship preservation

• Identify at-risk merchants early enough to act, not just early enough to report

Voice of the Merchant

• Create and maintain a systematic, merchant facing feedback loop that brings the merchant's perspective into product, marketing, and operational decisions

• Synthesize merchant feedback into actionable intelligence — not just satisfaction scores, but insight into what merchants need, fear, and expect

• Own NPS/CSAT or equivalent merchant sentiment program, and hold the organization accountable to what the data reveals

Merchant-Facing Digital Experience

• Partner with the product team to shape the merchant app experience — VIA portal, health score, document upload, pre-approvals — through the lens of what merchants need, not what is easiest to build

• Define the right balance between self-service and human touchpoints, ensuring merchants always know how to get help and rarely need to ask for it

• Use friction data and merchant feedback as the primary inputs to digital product prioritization

Requirements

• 5–8 years of experience in customer success, merchant services, or financial services CX — with a track record of measurably improving the customer experience, not just managing it

• Demonstrated ability to anticipate customer needs and design proactive solutions rather than reacting to problems after they occur

• Data fluency — you can read behavioral and operational data and translate it into experience interventions and program design

• Experience building CX programs from the ground up, including journey maps, feedback systems, and engagement frameworks

• Strong cross-functional operator who can align sales, marketing, product, and collections around the merchant perspective without direct authority

• International Travel (US Visa)

  Strongly Preferred:

• Background in MCA, payments, or SMB lending — understand the financial and emotional stakes for small business owners

• Experience influencing a customer-facing digital product roadmap using CX data and merchant insights

• Bilingual in English and Spanish — a meaningful portion of our merchant base communicates primarily in Spanish

Benefits

Why Join Us?

• Be part of a global team committed to driving financial inclusion and innovation. 

• Competitive salary and benefits package. 

• A dynamic and inclusive work environment that values diversity and collaboration.