Merchant Success Manager at Quidax

Quidax is an African focused cryptocurrency exchange. We enable customers to buy/sell Bitcoin and other cryptocurrencies (Ethereum, USDT and Litecoin) with Naira.

Our vision, which is at the core of what we do every day at Quidax, is to build a world where sending money and value around the globe is as easy as sending a text message. We value positive energy, and clear communication and are committed to building an inclusive environment for people from every background.

We are recruiting to fill the position below:

Job Title: Merchant Success Manager

Location: Nigeria (Remote)

About the Role

• 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: how much revenue you're keeping and growing from existing merchants) 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.

Requirements

• 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.

Why Quidax

• At Quidax, we’re building the future of finance in Africa through crypto. You’ll have the freedom to innovate, the space to lead, and the backing to build something that truly scales.
• If you’re ready to build an engineering org that delivers excellence at scale, let’s talk.

What’s In It For You

• When you join Quidax, you’re not just taking a job, you’re jumping into a community that’s bold, remote-first, and building for the future.

Here’s what you get:
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; we show up for you

Connection That Feels Real:

• Quarterly remote team hangouts + annual offsite; interest-based communities (SIGs)
• Regular engagement surveys; your voice matters
• Health & life coverage in select locations.

TL;DR:

• You’ll do meaningful work, grow fast, and have the flexibility to live your best life — all while building something big with people who care.
• Let’s build the future of finance together.

Application Closing Date
Not Specified.

Method of Application
Interested and qualified candidates should:
Click here to apply online

Note

• 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.