About the Role
We are seeking a commercially minded, analytical, and creative Customer Growth Lead to help our merchants grow with us. Your mission will be to unlock growth across our existing merchant base by helping businesses discover more value in our services, adopt additional products, increase their usage, and build lasting relationships. This hands-on role combines strategy with execution, requiring a significant part of your day to be spent talking directly to merchants, understanding their businesses, uncovering opportunities, and helping them maximize their use of our platform. Through insights gathered from customer conversations, data, and experimentation, you will develop and execute scalable growth strategies for different merchant segments, turning opportunities into measurable results.
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What You Will Do
- Develop and execute strategies to grow our existing merchant base by identifying opportunities to increase product adoption, usage, retention, and revenue.
- Engage with merchants daily by proactively initiating phone calls, checking in, asking questions, understanding their challenges, uncovering opportunities, and providing assistance in utilizing our platform effectively.
- Gain a deep understanding of our merchants, focusing on their business needs, behavior, product usage, and growth potential, in order to craft relevant approaches for various segments.
- Drive product adoption and cross-selling by identifying natural connections between our products and assisting merchants in discovering solutions that add value to their businesses.
- Grow product usage by pinpointing opportunities to elevate transaction volumes, frequency, and engagement with the products merchants use currently.
- Create and execute scalable growth initiatives, including targeted campaigns, automated customer journeys, product education, and proactive outreach.
- Develop retention and reactivation strategies by engaging merchants showing signs of disengagement, understanding the issues they face, and helping them reconnect.
- Experiment with various strategies, measure outcomes, and optimize approaches based on assessments to continuously improve what works.
- Build meaningful merchant relationships through regular engagement, utilizing individual conversations to gather insights and opportunities for the broader merchant base.
- Collaborate across teams, particularly with Product, Marketing, Sales, Finance, and Customer Experience, to eliminate barriers to growth and deliver coordinated initiatives.
- Champion merchant insights, leveraging customer feedback and behavioral data to influence product improvements and identify new growth opportunities.
- Identify referral and partnership opportunities that motivate existing merchants to advocate for our platform.
What We're Looking For
- 3+ years of experience in customer growth, account management, customer success management, business development, lifecycle marketing, or a commercially focused role, ideally within B2B fintech, SaaS, or payments.
- A passion for engaging with customers and curiosity about how businesses operate, with comfort in making calls frequently to identify meaningful opportunities.
- A strategic thinker who is equally skilled in executing growth strategies by managing campaigns and day-to-day tasks.
- A proactive approach to customer engagement, actively looking for opportunities to help merchants derive more value from our services.
- A strong commercial mindset backed by a track record of generating measurable business outcomes.
- Ability to analyze and interpret data, recognizing patterns in customer behavior to inform decisions.
- Capacity to think on a larger scale, translating insights from individual relationships into repeatable strategies and initiatives applicable across a diverse merchant base.
- A solid understanding of customer behaviors influencing product adoption, engagement, and retention.
- A curious and creative problem solver who challenges assumptions, experiments with new tactics, and discovers opportunities others may overlook.
- Excellent organizational and project management skills to balance daily engagement with merchants alongside longer-term initiatives.
- Strong communication and relationship-building skills, enabling you to initiate conversations, ask insightful questions, and influence decisions confidently.
- Familiarity with digital products, particularly in fintech and payment systems, along with an awareness of the challenges businesses encounter.
- A proactive, resourceful, and results-oriented mindset with a strong sense of ownership and follow-through.
- Proficient in written and spoken English; proficiency in Arabic is a plus.
