Customer Success Manager, Merchant Services

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take charge of the customer lifecycle: Ensure a smooth transition for customers throughout their onboarding experience, concentrating on long-term adoption and success while increasing the installed base revenue. Conduct training and enablement sessions, regular cadence calls, and Executive Business Reviews (EBR's) with clients.

• Foster growth and retention: Collaborate with customers to develop and maintain Strategic Account Plans that include strategies for retention and growth. Establish shared KPIs that are regularly reviewed, mapped, and assessed.

• Be the voice of the customer: Collaborate with sales, professional services, and product teams on projects to align client needs with broader business strategies. Effectively represent customer interests in influencing product development for new integrations and features.

• Address customer issues: Keep track of customer concerns and requests alongside our Customer Care team, ensuring customers receive consistent updates. Serve as a point of escalation for urgent requests and collaborate across functions to ensure timely resolution.

• Utilize payment-processing expertise to achieve outcomes: Provide guidance on acceptance flows and integrations, collaborate on pricing and interchange inquiries, and partner with Risk/Underwriting, disputes/chargebacks, and PCI/security requirements.

• Suggest enhancements: Work with other teams within our organization to recommend scalable improvements to the customer journey. Identify issues impacting multiple clients and predict potential trends affecting future attrition.

⛳️ Requirements

• Minimum of 5 years’ experience in a SaaS-based Customer Success role with responsibilities for renewal and expansion, demonstrating a history of exceeding company objectives.

• Expertise in payments: Strong background in merchant services and payment processing, proficient in navigating gateway/processor/acquirer/payfac/ISO models, with a thorough understanding of disputes/chargebacks and settlement/funding.

• A Bachelor’s Degree or equivalent experience in Business, Marketing, Communications, Economics, or a related field.

• Proven experience in advising customers’ CFOs and AR/Cash Application leaders; possesses a strong executive presence and communication skills.

• Knowledge of pricing/interchange, underwriting/risk, and reconciliation.

• Customer-centric approach: Unwavering focus on customer needs, assessing issues from the customer's perspective, and making decisions based on their requirements. Asks insightful questions to uncover the 'why' behind customer demands and their business impact.

• Adaptability: Highly flexible when faced with ambiguous and complex situations, employing a resourceful approach to new challenges. Capable of transitioning between various tasks smoothly and adjusting to changes effectively.

• Commitment to follow-through: Highly motivated with a bias for action and strong prioritization skills. Able to work independently and proactively to complete all assigned tasks with efficiency and precision.

• Empathy: Capable of understanding diverse perspectives and experiences. Quickly attunes to the needs of customers or partners, demonstrating sensitivity when addressing challenges.

• Collaborative spirit: Assertive yet humble, with a capacity to positively lead change. Maintains high standards for both verbal and written communication, consistently professional even under pressure.

• Analytical prowess: Utilizes experience and expertise to swiftly identify and grasp complex problems. Skilled in understanding technical details and guiding others through them. Possesses a data-driven mindset, employing objective metrics to evaluate success and identify improvement opportunities for customers.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health benefits package, including medical, dental, and vision coverage.

• Opportunities for professional development and career advancement.

• Flexible work arrangements, including remote work options.

• Collaborative and inclusive company culture.