Head of Growth, Operations and Merchant Success

About The Role

As Head of Growth, Operations and Merchant Success , you'll own the operational engine that connects PayMongo's merchant acquisition efforts with what happens after merchants come onboard — from pipeline generation and conversion through activation, retention, product adoption, and growth .

Your mandate is to make sure PayMongo doesn't simply grow its merchant base, but grows it profitably and sustainably . You'll establish the forecasting discipline, pricing and margin guardrails, CRM standards, performance measures, and operating processes that allow our Commercial teams to make better decisions across the full merchant lifecycle.

This is a senior leadership role that brings together two complementary areas: Growth Operations , focused on acquisition-side sales operations, and Merchant Success , focused on post-sale retention and growth. You'll lead the functional leads responsible for each area while partnering closely with senior leaders across PayMongo.

What You'll Do

Own Commercial Forecasting, Reporting & Analytics

• Bring together pipeline, revenue, Total Payment Volume (TPV), and merchant usage data into a unified view of commercial performance.
• Build and maintain rolling forecasts that give leadership clear visibility into expected results.
• Validate assumptions and forecasts in partnership with Finance.
• Identify trends, risks, and opportunities across both acquisition and existing merchant portfolios.
• Translate commercial data into clear recommendations for the Chief Commercial Officer and Commercial leadership.
• Establish a reliable reporting cadence that supports faster, better-informed decisions.
  
  

Set Pricing & Margin Guardrails

You'll help PayMongo balance two important objectives: remaining commercially competitive while protecting profitability . You'll:

• Analyze Gross Profit and margin performance across verticals and account tiers.
• Establish pricing floors and discount approval thresholds.
• Define clear pricing guidelines for Growth and Merchant Success teams.
• Review exceptions and support decisions on high-value or commercially complex opportunities.
• Adjust pricing guidelines as merchant and Gross Profit Retention trends evolve.
  
  

Improve Sales Funnel Efficiency

• Understand performance across each stage of PayMongo's commercial funnel.
• Analyze conversion rates and sales cycle times to identify bottlenecks.
• Work with the Growth and Operations Lead to diagnose the underlying causes of funnel leakage.
• Sponsor improvements in process, tooling, or sales enablement.
• Track whether interventions are creating sustained improvements in conversion and speed to revenue.
  
  

Own CRM Governance & Commercial Processes

You'll be responsible for making sure PayMongo's CRM is a reliable operating system for the Commercial organization , rather than simply a repository of sales information.

You'll

• Govern HubSpot CRM architecture, workflows, and data standards.
• Establish expectations around CRM hygiene and adoption.
• Identify opportunities to automate workflows and reduce unnecessary manual work.
• Define standard operating processes for sales and account management.
• Ensure the Growth and Operations and Merchant Success teams consistently follow agreed processes.
• Conduct regular reviews to identify gaps and improve commercial operating discipline.
  
  

Build Strong Performance & Accountability

• Define appropriate KPIs and performance measures for Growth Operations and Merchant Success.
• Establish quota and target structures where appropriate.
• Conduct regular performance reviews with your functional leads.
• Identify performance risks early and develop clear remediation plans.
• Give the CCO visibility into performance, risks, and recommended interventions.
• Build an operating culture where teams understand both what they are accountable for and how their work contributes to commercial outcomes.
  
  

Connect Acquisition with Merchant Retention & Growth

A key part of this role is looking at the merchant journey end to end . Rather than optimizing acquisition and post-sale success separately, you'll help PayMongo understand whether the merchants being acquired are activating, remaining active, adopting additional products, increasing transaction volume, and ultimately creating sustainable Gross Profit.

That means helping the organization connect decisions made at the beginning of the sales funnel with their downstream impact on merchant quality, retention, and profitability.

What We're Looking For

We're looking for a senior commercial operations leader who combines Revenue Operations discipline, strong analytical capability, financial acumen, and people leadership .

You Should Bring

• Strong experience in Revenue Operations, Sales Operations, Growth Operations, Commercial Operations, Merchant Success Operations, or a comparable functions.
• Experience owning commercial performance across multiple stages of the customer or merchant lifecycle.
• Advanced CRM knowledge, including experience governing CRM architecture, workflows, adoption, and data quality
• Strong analytical capability using Excel/Google Sheets and SQL or comparable analytical tools.
• Experience building commercial forecasts and translating raw performance data into actionable recommendations.
• Strong understanding of sales funnels, conversion metrics, and sales cycle optimization.
• Experience developing pricing, margin, or discount frameworks.
• Strong financial and commercial acumen.
• Experience defining KPIs and building performance-management structures.
• Strong people leadership, including experience managing and developing functional leaders.
• Confidence working with senior executives and influencing decisions across functions.
• Strong problem-solving skills, particularly when dealing with ambiguous operational problems spanning multiple teams.
  
  

Commercial & Payments Knowledge

For this particular role, fintech and payments knowledge is an important part of the profile , rather than simply a nice-to-have. You should understand the commercial metrics that drive a payments business — including TPV, Gross Profit, and Net Revenue Retention — and be comfortable connecting pricing, merchant activity, retention, and product adoption to overall commercial performance.

A strong understanding of the Philippine fintech and payments landscape is also expected, including the competitive and regulatory environment in which PayMongo operates.

What Success Looks Like

Success in this role means building a Commercial organization that can grow faster without sacrificing profitability or operational discipline .

Your primary measure of success will be: Gross Profit Improvement and Operational Efficiency across All Verticals

Supported By

• Gross Profit Retention — protecting profitability across the existing merchant base.
• Sales Conversion Rate — improving lead-to-closed conversion
• Sales Cycle Time — reducing the time required to turn opportunities into revenue
• Active and Churn Rate — improving sustained merchant usage and controlling merchant loss
• Product Adoption Rate — increasing multi-product usage
• TPV Growth per Cohort — increasing transaction volume among acquired merchant cohorts
  
  

Ultimately, you'll help PayMongo build a commercial engine where acquisition quality, pricing, conversion, merchant success, retention, and profitability reinforce one another — enabling the business to scale its merchant footprint sustainably.

Team & Reporting

Reports to: Chief Commercial Officer (CCO)

Direct reports: Growth and Operations Lead; Merchant Success Lead

Function: Growth Operations & Merchant Success, Commercial

You'll oversee two complementary teams: the Growth and Operations function responsible for acquisition-side sales operations, and Merchant Success , responsible for post-sale merchant retention and growth.

You'll work closely with the CCO, Chief Product Officer, Chief Technology Officer, Chief Risk Officer, Sales and Account Management teams, Finance, and People Operations, with occasional involvement in key merchant pricing or escalation discussions.