Merchant Onboarding Associate

Job Summary

We’re looking for a proactive, tech-savvy, and results-driven Onboarding Specialist to join our Customer Success team. You’ll be responsible for onboarding and activating premium, high-growth merchants, ensuring they launch quickly, adopt key features, and are set up for long-term success on Bumpa.

This is a metrics-driven, outcome-focused role where you’ll manage the onboarding process end-to-end, from post-payment to full go-live. Our merchants often have complex operational needs, and your job is to deliver a smooth, structured onboarding experience while building trusted relationships with their teams.

You’ll work cross-functionally with Sales, Product, Engineering, and Support to eliminate friction, accelerate activation, and contribute directly to merchant retention and satisfaction.

Job Details

• Lead end-to-end onboarding for assigned high-growth merchants, from setup: product uploads, domain mapping, branding, integrations. 
• Design and execute custom onboarding plans tailored to merchant complexity
• Drive merchant activation within 30 days, with a Go-Live Rate target of ≥ 80%
• Serve as the primary point of contact for merchant stakeholders (business owners, operations leads, store managers)
• Manage timelines, track progress, remove blockers, and ensure a positive onboarding experience
• Collaborate with Support, Product, and Engineering to resolve onboarding issues
• Track and report on key onboarding metrics weekly: Go-Live Rate, Time-to-Value, Activation, First Milestone Sale, Retention
• Identify risks to merchant retention and work cross-functionally to address them
• Continuously improve onboarding strategies based on merchant feedback and internal insights
• Work with cross-functional teams (Sales, Product, Account Management) to optimise onboarding strategies and improve key performance indicators.

Requirements

• 2–4 years of experience in onboarding, project management, or enterprise customer success
• Strong stakeholder management skills, ability to work with both merchant teams and internal product/success teams
• Excellent written and verbal communication
• Great relationship-building instincts, merchants trust you
• Proven ability to handle multiple complex onboarding projects at once
• Highly organised with solid project management practices (Gantt charts, timelines, weekly status updates, etc.)
• Experience with B2B SaaS, commerce, or POS platforms is a strong advantage
• Bonus: Familiarity with e-commerce environments, or experience working with large e-commerce clients

Benefits

• Competitive salary
• Paid annual leave
• Full extended medical benefits
• A supportive and collaborative internal culture
• Diverse, smart, and talented co-workers
• A collaborative, fun work environment where laughing and learning to go together
• Growth opportunity to same and other roles

About Company

Bumpa

https://getbumpa.seamlesshiring.com

Bumpa is redefining commerce in Africa by building the infrastructure that is powering digitalcommerce on the continent for small business owners (SBOs).