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About the Role
We are looking for a Customer Delivery Manager (CDM) to lead the onboarding and activation of merchants This role is critical in ensuring that merchants with sophisticated operational, regulatory, and technical requirements are successfully integrated, activated, and ramped to revenue quickly and efficiently.
You will act as the commercial and operational owner of the activation phase, working closely with internal teams and external partners to deliver a seamless and structured onboarding experience.
What You’ll Do
Own High-Stakes Merchant Activation
Take full ownership of merchants from post-signature through go-live and early revenue ramp-up
Manage onboarding (Post KYB) for high-risk merchants with demanding compliance, risk, and operational requirements
Serve as the primary point of contact and ultimate accountable party throughout the entire activation lifecycle
Drive Time-to-Revenue
Ensure fast and efficient go-live across technically and regulatory demanding merchant environments
Monitor early transaction activity and proactively drive revenue ramp-up
Identify and resolve blockers, whether they're rooted in risk, compliance, or integration challenges, before they slow momentum
Navigate Payments Complexity
Guide merchants through payment flows, decline management, and approval rate optimization
Bring structure and clarity to environments where moving parts are many and the margin for error is low
Lead Cross-Functional Execution
Act as the connective tissue between Sales, Sales Engineers, Account Management, Risk, Compliance, and Operations
Drive alignment, remove ambiguity, and keep every workstream accountable. You make things move.
Deliver Performance & Optimization Insights
Track and own key performance metrics including GR, transaction volume, and authorization rates
Surface actionable recommendations that improve merchant performance and unlock scale
Identify early risks and growth opportunities before they become issues or missed revenue
Leverage AI Tools & Work Smarter
Use AI-powered tools to streamline onboarding workflows, surface insights, and accelerate time-to-revenue
Apply AI frameworks to automate repetitive tasks, improve documentation quality, and enhance merchant communication
Stay current with emerging AI tools relevant to customer success, operations, and payments, and actively bring best practices into your day-to-day work
Requirements
What We're Looking For
At least 2 years of experience in payments, fintech, or high-risk industries (gambling, forex, crypto, etc.) in customer-facing roles
Strong understanding of payment flows, risk frameworks, and regulatory environments
Proven ability to manage high-stakes merchant relationships with multiple moving parts
Experience working across cross-functional teams in fast-paced, high-growth environments
Sharp analytical mindset with a clear focus on performance and revenue outcomes
Excellent communication and influencing skills, able to align technical and commercial stakeholders equally well
Familiarity with AI tools and productivity frameworks (Claude is an advantage) and a genuine interest in applying them to improve how you work
What Success Looks Like
Fast, structured onboarding of high-risk merchants without sacrificing quality
Reduced time-to-revenue despite demanding regulatory and operational requirements
Strong early performance across GR, volume, and authorization rates
Seamless handling of compliance and risk processes
A merchant experience that reflects the quality and reliability Rapyd stands for
Successful, well-prepared transition to Account Management for long-term growth
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