Merchant Success Manager

Job Description

Are you interested in joining one of Europe's fastest growing companies? Do you want to impact the wellbeing of millions of users?
If yes, join us to make an impact in a fast-paced and dynamic environment where you’ll play a key role in driving financial accountability, supporting strategic decisions, and enabling sustainable growth.

Epassi’s purpose is to boost everyday well-being. We are a leading provider of employee benefit solutions across Europe. We were established in Finland in 2007, and in 2008 we were the first company to launch a mobile-payable employee benefit payment solution in Europe. Since then, we have consistently grown, diversifying our products and introducing our services into new markets.
Epassi has been awarded by the Financial Times as one of the fastest-growing companies in Europe on multiple occasions.

We are currently hiring a Merchant Success Manager to be based in Stockholm, Sweden.

Your mission at Epassi

As part of the Merchant team, you'll be an important team member who implements our Merchant success strategy to keep positioning us as a valuable partner within our network. You drive merchant success by ensuring affiliated merchants maximize the value of their partnership with Epassi through onboarding, selling and implementing payment integrations, resolving Sales and Support tickets, coordinating marketing initiatives, and troubleshooting integrations.

Your responsibilities will be:

• Manage payment integration implementations from kickoff to go live, ensuring a smooth and timely delivery.
• Coordinate with ERP and e-commerce partners, PSPs, and internal stakeholders to identify improvements and commercial opportunities.
• Continuously improve implementation processes, guides, checklists, and customer documentation to streamline integrations and onboardings.
• Drive engagement for selected merchants through marketing initiatives and support the planning and execution of merchant events and inspiration days.
• Maintain agreed SLAs for internal Sales and Merchant-related requests.

You will be successful in this role if you:

• Consistently hit activity targets, including meetings held and implementations completed.
• Reduce average time to go live for merchant implementations.
• Enable Key Account Managers and Sales Managers to spend more time on revenue-generating activities.
• Resolve tickets within agreed SLAs and maintain high service quality.
• Increase merchant engagement on the platform.

What you will be doing on a daily basis:

• Run integration implementations and conduct regular project checkpoints with merchants and partners.
• Perform basic troubleshooting of integration issues and coordinate with developers for deeper technical investigations.
• Support Merchant Sales with operational and implementation-related tasks.
• Plan and coordinate merchant engagement initiatives, including events and campaigns.
• Administer campaign offers, account updates, and related operational tasks.

What you should bring:

• Two or more years of experience in customer success, merchant onboarding, payments operations, or a similar role.
• A solid understanding of payment flows and the roles of PSPs and acquirers at a high level.
• Experience working with ticketing systems such as Freshdesk or Jira, documentation tools like Confluence, and CRM systems, preferably HubSpot.

Your language profile:

• Fluent in Swedish and proficient in English, both written and spoken.

Your track record:

• Proven experience working successfully with customers and merchants in a commercial environment.
• Demonstrated project management and coordination skills, with the ability to manage multiple implementations simultaneously.

Your competency profile:

High activity tolerance and strong work rate: You excel in a fast-paced, target-driven environment and confidently prioritize high-impact activities to manage a substantial workload.

Strong ownership and accountability: You take full ownership of outcomes, proactively managing both your responsibilities and long-term relationships with merchants to drive growth.

Relentless follow-up discipline and fast response times: You understand that speed and persistence close deals, and you consistently follow up to move opportunities forward.

Structured problem-solving ability: You remain resilient and solutions-focused, quickly identifying and executing commercial solutions that benefit both merchants and the business.

Customer-centric and commercially driven: You tailor your communication to merchants and customers, anticipate their needs, and balance customer satisfaction with revenue growth and strategic priorities.

Team player: You collaborate effectively with cross-functional teams, recognizing that shared success drives stronger sales results.

Why You Should Join Us

• Purpose-Driven fast growing environment: The Epassi Group operates in over 10 countries working on a meaningful mission: Boosting everyday wellbeing. At work. At home. Everywhere. We are shaping the future of wellbeing with more than 1000 employees across Europe.
• Personal & career development: Get the freedom to implement your ideas and take ownership of change, to develop your needed competencies you get a yearly funding
• Flexible & Balanced Work life: We offer a flexible hybrid setup (3 days office / 2 days remote), a collaborative culture, and the freedom to shape your role and make a real impact.
• Work community: At our centrally located office in Stockholm & Trollhättan, wellbeing and community matters: from Tuesday breakfasts and meditation sessions to a weekly yoga class and running club.
• Epassi app: We use the Epassi well-being benefits & lunch card and keep the office stocked with snacks, drinks, and fresh fruit.
• Work Life Balance: We’re ambitious and move fast — which means room to grow, try things out, and learn quickly. While not everything is perfectly structured, you’ll be part of a team that values trust, openness, and real work-life balance (no glorified overtime here).
• We offer a competitive compensation package, we offer pension AND insurances as part of having a collective agreement and mental health support through Auntie in case your personal or private life gets more stressful than usual