Head of Commercial Operations and Merchant Success

About The Role

As Head of Commercial Operations and Merchant Success, you will lead the operational engine behind PayMongo's commercial organization, ensuring that our merchant acquisition, activation, retention, and growth efforts translate into sustainable revenue, stronger Gross Profit, and long-term merchant value. You will bring together two critical functions—Commercial Operations and Merchant Success—under a unified approach to commercial performance. From pipeline management and forecasting to pricing discipline, merchant retention, and product adoption, you will establish the systems, standards, and operating rhythms that help PayMongo grow profitably.

This is a leadership role that combines commercial strategy, revenue operations, financial discipline, data-driven decision-making, and people management. You will set the direction and performance standards for both functions while empowering your team leads to execute effectively. Reporting directly to the Chief Commercial Officer, you will have significant influence over how PayMongo manages its commercial performance across the entire merchant lifecycle—from the first sales interaction through ongoing merchant engagement and growth.

What You Will Do

Own Commercial Forecasting, Reporting & Analytics

You will establish a reliable, unified view of PayMongo's commercial performance, helping leadership make informed decisions about growth, profitability, and operational priorities.

You Will:

• Consolidate sales pipeline, revenue, Total Payment Volume (TPV), and merchant usage data into a unified commercial performance dashboard.
• Develop and maintain rolling forecasts that provide visibility into expected commercial outcomes.
• Work closely with Finance to validate forecast assumptions and improve reporting accuracy.
• Establish consistent reporting standards across Commercial Operations and Merchant Success.
• Lead weekly commercial performance reviews and monthly forecast updates.
• Translate commercial data into clear recommendations for the CCO and Commercial leadership.
• Identify emerging risks, performance gaps, and opportunities requiring leadership attention.
  
  

Set Pricing & Margin Management Standards

You will help PayMongo balance competitive pricing with sustainable profitability by establishing clear commercial guardrails.

You Will:

• Analyze Gross Profit, margins, and pricing performance across merchant segments, industry verticals, and account tiers.
• Develop pricing guidelines, discount approval thresholds, and minimum pricing floors.
• Establish clear governance around pricing exceptions and high-value commercial deals.
• Monitor Gross Profit Retention trends to identify margin pressure and opportunities for improvement.
• Work with Commercial Operations and Merchant Success to ensure consistent application of pricing guidelines.
• Review and refine pricing policies based on business performance, competitive dynamics, and commercial priorities.
• Help teams make commercially sound decisions that protect PayMongo's profitability while remaining competitive.
  
  

Improve Sales Funnel Efficiency & Conversion

You will strengthen PayMongo's acquisition engine by identifying and addressing inefficiencies across the sales process.

You Will:

• Analyze conversion rates and sales cycle times across each stage of the merchant acquisition funnel.
• Identify bottlenecks affecting lead progression, deal closure, and speed to revenue.
• Partner with the Commercial Operations Lead to diagnose underlying causes of conversion and productivity gaps.
• Sponsor improvements to sales processes, tools, workflows, and enablement.
• Establish consistent methods for monitoring funnel health and identifying opportunities for improvement.
• Measure the impact of operational changes on Sales Conversion Rate and Sales Cycle Time.
• Build a culture of continuous improvement across the commercial organization.
  
  

Lead CRM Governance & Commercial Process Excellence

You will establish the systems and standards that make PayMongo's commercial operations scalable, consistent, and data-driven.

You Will:

• Own governance of HubSpot CRM, including data standards, system architecture, workflow automation, and adoption.
• Establish consistent CRM practices across merchant acquisition and post-sale account management.
• Define and maintain standard operating procedures for sales and merchant success processes.
• Improve data quality, reporting reliability, and visibility across the commercial organization.
• Identify opportunities to automate repetitive workflows and reduce operational friction.
• Conduct regular reviews of CRM adoption, process compliance, and data integrity.
• Ensure both functions operate with clear, repeatable processes while accommodating their different operational needs.
  
  

Drive Merchant Success & Portfolio Performance

You will provide leadership oversight of PayMongo's post-sale merchant success function, ensuring that merchant relationships continue to generate value beyond acquisition.

You Will:

• Establish performance expectations for merchant retention, active usage, product adoption, and portfolio growth.
• Work with the Merchant Success Lead to identify trends in merchant activity, churn, and Gross Profit Retention.
• Use merchant performance data to identify opportunities for improved engagement and product adoption.
• Ensure that merchant success priorities support PayMongo's broader commercial and profitability objectives.
• Strengthen coordination between acquisition-side sales operations and post-sale merchant management.
• Monitor TPV growth across merchant cohorts to understand the long-term value of acquired merchants.
• Help ensure that PayMongo grows not only its merchant base but also the quality, profitability, and sustainability of those relationships.
  
  

Lead Commercial Operations & Merchant Success Teams

You will lead two complementary functions with distinct responsibilities but shared commercial objectives.

You Will:

• Directly manage and develop the Commercial Operations Lead and Merchant Success Lead.
• Define clear KPIs, performance targets, quota structures, and accountability standards.
• Establish regular one-on-one discussions, performance reviews, and coaching cadences.
• Monitor team and individual performance through dashboards and scorecards.
• Identify performance risks early and develop appropriate improvement plans.
• Empower functional leads to manage day-to-day execution while maintaining oversight of outcomes.
• Foster strong collaboration between acquisition-side operations and post-sale merchant success.
• Build a performance-oriented environment grounded in ownership, operational discipline, and continuous improvement.
  
  

Tools You Will Work With

You will work with a combination of CRM, analytics, financial modeling, reporting, and workflow automation tools to manage commercial performance.

These Include:

• HubSpot CRM – for pipeline management, funnel analytics, CRM governance, workflow automation, performance monitoring, and deal approvals.
• Google Sheets and Microsoft Excel – for commercial forecasting, pricing and margin modeling, scenario analysis, and performance tracking.
• SQL – for analyzing commercial data, investigating performance trends, and identifying funnel or merchant retention issues.
• Internal BI and reporting dashboards – for monitoring revenue, TPV, merchant activity, retention, and commercial KPIs.
• CRM performance dashboards and scorecards – for tracking individual and team productivity, targets, and operational performance.
• Workflow and automation tools – for improving process efficiency, data quality, and operational consistency.
• You should be comfortable working across CRM architecture, commercial analytics, financial models, and performance management systems, using these capabilities to translate data into decisions and establish scalable commercial processes.
  
  

What We're Looking For

We are looking for an experienced commercial operations or revenue operations leader who combines strong analytical and financial capabilities with the leadership skills needed to manage two interconnected commercial functions.

You Should Bring:

• Advanced expertise in CRM administration and governance, particularly HubSpot, including architecture, workflow automation, data quality, and organization-wide adoption.
• Advanced capability in commercial data analysis, including Excel, Google Sheets, and SQL, with experience building forecast models and diagnosing funnel or retention issues.
• Intermediate to advanced expertise in financial and pricing modeling, including margin analysis, pricing guidelines, and discount governance.
• Strong understanding of fintech and payments commercial metrics, particularly TPV, Gross Profit, Gross Profit Retention, and Net Revenue Retention.
• Thorough knowledge of sales operations and revenue operations best practices, including forecasting, pipeline management, funnel optimization, and commercial performance measurement.
• Strong people leadership experience, with the ability to manage and develop functional leads with distinct responsibilities.
• Advanced stakeholder-management capability, including experience working with senior commercial, product, technology, risk, and finance leaders.
• Strong communication skills, particularly in translating complex commercial data into clear recommendations for senior leadership.
• Independent problem-solving skills and the ability to resolve ambiguous, cross-functional operational challenges.
• A thorough understanding of the Philippine fintech and payments landscape, including relevant competitive and regulatory considerations.
  
  

Beyond functional expertise, you should bring a commercially grounded, systems-oriented leadership approach—someone who can establish clear standards, make informed trade-offs, and build the operational discipline required to support sustainable growth.

Nice to Have

Experience or knowledge in the following would be particularly helpful:

• Leadership experience in fintech, digital payments, B2B SaaS, or other transaction-driven businesses.
• Experience overseeing both sales/revenue operations and post-sale customer or merchant success.
• Experience designing pricing governance and discount frameworks for businesses where Gross Profit and margin protection are critical.
• Experience building unified commercial dashboards and rolling forecast models across multiple revenue-generating functions.
• Experience improving merchant or customer retention, product adoption, and cohort-level revenue performance.
• Experience leading CRM transformation, process standardization, or workflow automation initiatives.
• Exposure to commercial operations within a regulated financial technology environment.
  
  

You do not need to come from one specific commercial operations background. What matters most is your ability to connect acquisition, profitability, operational efficiency, and merchant retention into one coherent commercial performance system.

What Success Looks Like

Success in this role means building a commercial organization that grows efficiently, protects profitability, and creates lasting value from its merchant relationships.

You Will Be Successful When You:

Drive measurable Gross Profit improvement and operational efficiency across PayMongo's commercial verticals.

• Strengthen Gross Profit Retention through disciplined pricing, discount governance, and merchant portfolio management.
• Improve Sales Conversion Rate by addressing bottlenecks and inefficiencies across the acquisition funnel.
• Reduce Sales Cycle Time, helping PayMongo convert opportunities into revenue more efficiently.
• Improve merchant active rates and reduce churn through stronger post-sale performance management.
• Increase Product Adoption Rate across the merchant base.
• Support sustained TPV growth per merchant acquisition cohort.
• Establish reliable commercial forecasting and leadership reporting.
• Maintain clean, trustworthy CRM data and consistent commercial processes.
• Develop strong functional leaders who deliver against clear KPIs and performance expectations.
  
  

Ultimately, your impact will be measured by how effectively PayMongo translates commercial activity into profitable merchant growth, operational efficiency, and sustainable long-term performance.

Team & Reporting

You will report directly to the Chief Commercial Officer (CCO) and lead PayMongo's Commercial Operations & Merchant Success function within the Commercial division.

You Will Have Two Direct Reports:

• Commercial Operations Lead – responsible for acquisition-side sales operations, pipeline processes, CRM execution, and sales operational efficiency.
• Merchant Success Lead – responsible for post-sale merchant retention, engagement, product adoption, and portfolio growth.
  
  

You will work closely with the Chief Product Officer, Chief Technology Officer, Chief Risk Officer, Sales and Account Management teams, Finance, and People Operations to align commercial priorities and resolve cross-functional dependencies. You may also engage with external CRM and sales-tooling providers, as well as key merchant partners on pricing or escalation matters.

This role requires balancing several important commercial priorities: protecting Gross Profit while remaining competitive, aligning stakeholders with different business objectives, maintaining data quality across distinct operational workflows, and empowering functional leaders while retaining accountability for results.

You will play a central role in making PayMongo's commercial organization more disciplined, data-driven, and scalable as the company expands its merchant footprint across the Philippines.