Head of Merchant Success

Job Description

Job Description

Job Title: Head of Merchant Success

Job Description: The Head of Merchant Success will build and lead the Merchant Success organization — setting strategy, managing a team of account managers and success specialists, and driving merchant NPS, GMV growth, and churn reduction across all merchant tiers.

Responsibilities:

• Lead and build Tamara’s Merchant Success organization — managing a team of enterprise and SME account managers and success specialists
• Own merchant retention, GMV growth, and NPS metrics across all merchant tiers and categories
• Design and implement merchant success playbooks, health scoring, and proactive engagement frameworks
• Partner with Product, Marketing, Commercial, and Operations teams to deliver on merchant needs and platform improvements
• Build and report on merchant success KPIs for senior leadership and Board-level visibility
• Identify systemic merchant satisfaction issues and coordinate cross-functional resolution
• Drive merchant product adoption for new Tamara features including banking, financing, and analytics tools
• Lead hiring, onboarding, and development of the Merchant Success team as Tamara scales

Qualifications Needed:

• 8+ years of customer success, account management, or merchant success leadership — ideally in fintech, payments, marketplace, or SaaS
• Proven track record building and leading merchant or enterprise customer success teams in a high-growth company
• Commercial acumen with ability to drive GMV growth and churn reduction across a large, diverse merchant portfolio
• Data-driven approach to customer health, segmentation, and proactive intervention
• Arabic language skills strongly preferred for KSA merchant engagement; must be based in or willing to relocate to Riyadh

What the Company Offers:

• Head of Merchant Success at Saudi Arabia’s first fintech unicorn with 40,000+ merchant partners
• Leadership of a growing Merchant Success team with significant commercial mandate
• PIF-backed, fast-scaling company revolutionizing shopping, payments, and banking in the GCC
• Competitive compensation commensurate with seniority

Are you interested in this position? Apply by clicking on the “Apply Now” button below!

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