Customer Success Manager, Merchant Services

📋 Description

• Take ownership of the customer lifecycle: Ensure a smooth transition for customers from their onboarding experience, emphasizing long-term adoption and success while aiming to increase installed base revenue. Conduct training and enablement sessions, regular cadence calls, and Executive Business Reviews (EBRs) with customers.

• Foster growth and retention: Develop and sustain Strategic Account Plans in partnership with your customers, incorporating strategies for retention and growth. Establish shared KPIs that are reviewed, mapped, and measured.

• Champion the customer: Collaborate with sales, professional services, and product team members on projects to align client desires with broader business strategies. Effectively advocate for your customers in product development for new integrations and features.

• Address customer issues: Maintain visibility into customer concerns and requests in conjunction with our Customer Care team, ensuring customers receive regular updates. Serve as a point of escalation for high-severity requests and work cross-functionally to achieve resolutions.

• Utilize payment-processing expertise to drive results: 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: Coordinate with various teams within our organization to recommend scalable improvements to the customer journey. Identify issues that impact multiple clients and predict trends that may affect future attrition.

⛳️ Requirements

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

• Expertise in payments: Strong background in merchant services and payment processing, with the ability to navigate various models including gateway, processor, acquirer, payfac, and ISO, alongside a comprehensive understanding of disputes, chargebacks, settlement, and funding.

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

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

• Knowledgeable in pricing, interchange, underwriting, risk, and reconciliation.

• Customer-centric mindset: A steadfast focus on customer needs above all else, viewing challenges from the customer's perspective first. Makes decisions based on their requirements and asks insightful questions to understand the rationale behind customer needs and their business impact.

• Adaptability: Highly flexible in the face of ambiguous and complex challenges, taking a resourceful approach to new situations. Capable of smoothly transitioning between various tasks and adapting when circumstances change.

• Commitment to follow-through: High motivation, a bias for action, and strong prioritization skills. Able to work proactively and independently to complete all assigned tasks efficiently and accurately.

• Empathy: Capable of connecting with others who have different perspectives or experiences. Quickly identifies the needs of customers or collaborators, showing sensitivity in addressing challenges.

• Collaboration: Assertive yet humble, demonstrating an ability to positively influence change. Maintains high standards in verbal and written communication and remains professional under pressure.

• Analytical mindset: Utilizes experience and expertise to swiftly identify and understand complex problems. Proficient in comprehending technical details and guiding others through them. Data-driven approach, leveraging objective metrics to evaluate success and improvement opportunities for customers.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Flexible work hours and remote work options.

• Opportunities for professional development and career advancement.

• Engaging company culture with team-building activities.