Role Description In this role, you will be responsible for ensuring merchants are successfully onboarded, actively transacting, and consistently growing on the platform. This role requires close monitoring of merchant activity, quick resolution of issues, and continuous engagement to drive performance. This role requires speed, ownership, and the ability to operate in a fast-moving environment where merchant performance directly impacts revenue. You are expected to take full ownership of your merchant portfolio, understand how each merchant operates, track their activity closely, identify risks early, and take action before performance declines. You will work closely with internal teams to resolve issues, improve merchant experience, and ensure merchants are able to transact without friction. Key Responsibilities - Onboard new merchants and ensure they go live without delays. - Manage a portfolio of merchants and be accountable for their activity, retention, and overall performance. - Monitor merchant activity, failed transactions, and behavioural trends to identify issues early. - Identify at-risk merchants early and take action to prevent churn. - Run structured merchant conversations focused on performance and growth. - Resolve merchant issues end-to-end and follow through until completion. - Work closely with cross-functional teams to unblock merchants. - Maintain clean and accurate CRM records across all merchant interactions. - Improve internal processes and how merchants are managed at scale. What Success Looks Like (First 3 - 6 Months) - Strong understanding of the full Quidax product suite and merchant flows. - Ability to onboard merchants independently and get them live quickly. - Clear visibility into merchant performance across your portfolio. - Your portfolio NRR (Net Revenue Retention) is strong, meaning merchants are staying active and spending more over time. - Early identification of volume drops, inactivity, and operational issues. - Consistent engagement with merchants based on data, not guesswork. - Clean, structured CRM usage across all managed accounts. - Strong collaboration with internal teams to get things done quickly. - Faster resolution of merchant issues with minimal follow-up required. Qualifications - Experience in Account Management, Customer Success, or Merchant Success, preferably in a B2B setting. - Strong communication and stakeholder management skills. - Comfortable using data to track performance, identify issues, and make decisions. - High ownership and strong follow-through. - Ability to operate in a fast-paced environment. - Strong attention to detail. - B2B Fintech experience is a major plus. Reporting Line You’ll report to the Merchant Success Lead and work closely with Product, Engineering, Compliance, Finance, and Sales to manage merchant performance and resolve issues. Benefits - Fair Pay + Ownership: Competitive salary based on your skills and experience; annual merit-based reviews to keep your growth visible and rewarded. - Growth That’s Real: Annual performance reviews + clear promotion cycles; recognition for great work, from shoutouts to milestone rewards. - Personal development fund (courses, books, conferences); study leave so you can keep learning. - Work That Works For You: Fully remote forever + flexible working hours. - Time Off That Respects Life: Unlimited paid time off + Nigerian national holidays; parental, sick, compassionate, and life event leave. - Connection That Feels Real: Quarterly remote team hangouts + annual offsite; interest-based communities (SIGs); regular engagement surveys. - Health & life coverage in select locations. How to apply We love seeing applications that speak directly to us. It’s easy for your application to get lost in a sea of generic ones, especially when we’re sorting through dozens of them. So, make yours stand out! Show us your personality, your passion, and why you’re the perfect fit. We appreciate the effort it takes to create something thoughtful and unique. If you make it through to the next stage, you’ll likely get a pre-interview questionnaire. Think of it as a chance to show us how you’d approach the challenges we face here at Quidax. Imagine you’re already part of the team and walk us through your thought process as you tackle the problems we throw your way. What our hiring process looks like - First Connect (with the Recruiter) - 30 mins: Let’s talk about your experience, your story, and how you might fit at Quidax. - Technical Chat - 120 mins: Talk us through your real wins, show us how you solve problems, live with the team. - Culture Chat - 45 mins: You get the chance to meet members of our leadership team and y’all can talk shop. Stay connected with Quidax Follow us through LinkedIn and Instagram for the latest updates.

• Directly manage, hire, and develop a regional team of Customer Success Managers and Digital Success Managers. • Foster a collaborative, high-achieving environment where team members feel supported and empowered to grow. • Translate high-level company objectives into actionable operational plans for those managed. • Set clear strategic goals for the team regarding retention, engagement, and customer sentiment. • Oversee the health of the regional book of business and track usage metrics and account health scores. • Analyze trends and insights to make informed decisions.

• Focus on enhancing customer satisfaction • Provide dedicated support and strengthen client relationships • Assist clients with inquiries and resolve issues • Analyze customer needs and deliver proactive solutions • Ensure a seamless experience for clients • Communicate effectively with internal teams to represent client feedback • Create and maintain training materials and knowledge base documentation • Support customer education resources to enhance self-service and overall customer experience • Onboard new customers and act as a trusted advisor • Hold product demonstrations for customers and partners • Improve onboarding processes

• Become a Fieldwire product expert and learn best practices for configuring and utilizing the platform. • Understand client construction needs and current tech stack in order to seamlessly integrate Fieldwire into a company’s day-to-day workflows. • Manage a portfolio of customers (new and existing) to help improve their Fieldwire usage and processes. • Build and maintain long-lasting relationships with Fieldwire clients. • Conduct web-based and in-person training(s) and demonstrations to educate clients on Fieldwire. • Assist the product team in identifying issues and communicating customer feedback for product improvements. • Troubleshoot, as necessary, to help communicate answers to product questions and resolve technical issues.