Merchant Retention Specialist

Merchant Retention Specialist In-person in Orem, UT $80,000 base, OTE of $120,000 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. 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 Success Metrics (KPIs) 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 Qualifications 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 What is Nexio? Nexio transforms payment chaos into simplicity, giving merchants the freedom to focus on what truly matters to them—growing their business. From smoothing out inefficiencies to securing seamless transactions, Nexio helps turn payments into a business’s competitive edge. 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!