In this episode, we explore what “ merchant Success” really means at Fincra and why it’s far more than customer support. Host Egop sits down with Anna, a Technical Account Manager at Fincra, to unpack how merchant success drives product innovation, ensures compliance, and powers scale.

This is a behind-the-scenes look at the real work of making customers (aka merchants) not only satisfied but successful while keeping Fincra's systems resilient and regulation-proof.

What to Expect:

• What “ merchant Success”.

• Real stories of how merchant feedback reshaped the product roadmap.

• How merchant behavior can expose the company to risk and what’s done about it.

• The love-hate dynamic between merchant teams and compliance/legal.

• The structure of Fincra’s merchant success unit and what each desk does.

• How internal communication keeps energy and alignment high.

Key Takeaways:

• Merchant success is not reactive support it’s proactive partnership.

• Listening to merchants leads to real product improvements (e.g. automated refunds)

• Strong compliance saves the company from downstream risk.

• Growth brings new challenges but energy, structure, and communication make it work.

• Every successful fintech needs a strong frontline tech, support, and human empathy combined.

Brought to you by Fincra