POR Pay is Point of Rental's embedded payments product, live across the UK on our flagship product Syrinx. As our UK merchant base grows, we need a dedicated Customer Success Specialist to own the post-implementation relationship with every POR Pay merchant.
This is a dual inbound and outbound role. You will be the first point of contact for merchant enquiries, issues, and escalations, and you will proactively reach out when usage drops, adoption is low, or an opportunity to add value has been identified.
You will also play a supporting commercial role by qualifying opportunities within the existing customer base and scheduling follow-up conversations with the Sales Manager to help convert them
You will own the post-implementation customer relationship for POR Pay, driving platform adoption, satisfaction, and retention, while acting as the first point of contact for all merchant enquiries and issues. The role will also support customer onboarding and training to ensure merchants are confident in using the platform effectively.
Key Responsibilities
Account Management and Support
- Serve as the primary contact for all POR Pay merchant accounts after implementation is complete.
- Manage ongoing account and billing enquiries, transaction issues, card rate queries, and escalations.
- Triage inbound support requests and route them to the correct team, whether Support, Implementation, or Development, with full context so nothing gets lost.
- Own cases through to resolution, keeping merchants informed and following up to confirm issues are closed.
- Handle complaints empathetically and effectively, escalating where appropriate.
Adoption and Retention
- Monitor merchant engagement and processing volume across the UK portfolio, identifying merchants whose usage has dropped off or who are not yet fully active.
- Proactively reach out to merchants when usage falls below expected levels, understand the reason, and work to resolve it.
- Deliver training sessions and refresher workshops to promote adoption and best practice use of POR Pay.
- Conduct regular check-ins with key accounts to assess satisfaction and surface issues before they become churn risks.
- Maintain a clear picture of which merchants are live, transacting, and growing versus those at risk.
Commercial Support
- Conduct proactive outreach to existing merchants about their credit card processing setup, identifying where POR Pay can deliver more value or where pricing conversations are needed.
- Qualify expansion and cross-sell opportunities within the merchant base and schedule follow-up demos or calls with the sales manager to convert them.
- Identify commercial signals during support and check-in conversations and flag them promptly rather than waiting for the next review cycle.
Operations and Continuous Improvement
- Maintain accurate records in CRM, ensuring all issues, opportunities, and account activity are fully logged and tracked.
- Feed customer insights and recurring issue patterns back to the product and payments teams to drive improvements.
- Contribute to the development of onboarding materials, training content, and support documentation.
Qualifications and Skills
Required
- Experience in account management, customer success, or customer support within a SaaS, fintech, or payment processing business.
- Confident managing inbound and outbound customer communication simultaneously, with strong prioritisation.
- Excellent communication and relationship-building skills, comfortable dealing with merchants at all levels.
- Strong organisational ability, capable of managing a portfolio of accounts and tracking multiple open issues at once.
- Comfortable delivering training and presenting to customers, both remotely and in person.
- Proactive by nature; does not wait for problems to arrive before acting.
Preferred
- Understanding of payment workflows, card processing, or acquiring.
- Experience with CRM tools and maintaining clean account records.
- Exposure to the rental, hire, or equipment industry.
What we Offer
- Competitive salary, reviewed annually.
- Hybrid working from our Reading office.
- A high-trust UK team where your work directly drives merchant revenue and product adoption.
About Point of Rental Software
Point of Rental Software is a global leader in rental management software, serving over 5,000 rental operators across North America, Europe, and Australia. POR Pay is our embedded payments product, giving rental businesses an integrated payments experience built directly into their rental management system. The UK business is growing and this role sits at the centre of that growth.