Customer Success Manager, Merchant Services

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

📋 Description

• Take charge of the customer lifecycle: Ensure a smooth transition for customers from their onboarding phase, emphasizing long-term adoption and success while increasing the revenue from the installed base.

• Foster growth and retention: Develop and uphold Strategic Account Plans in partnership with your customers, incorporating strategies for retention and growth.

• Champion the customer: Collaborate with sales, professional services, and product team members on projects to align client desires with the overarching business strategy.

• Address customer challenges: Keep track of customer issues and requests in collaboration with our Customer Care team, ensuring consistent updates for customers.

• Leverage payment-processing knowledge to drive results: Provide guidance on acceptance flows and integrations, work together on pricing/interchange inquiries, and collaborate with Risk/Underwriting, disputes/chargebacks, and PCI/security requirements.

• Suggest enhancements: Work with various teams across our organization to recommend scalable improvements to the customer journey.

⛳️ Requirements

• Over 5 years of experience in a SaaS Customer Success role with responsibilities for renewals and expansions; a track record of surpassing company objectives.

• Payments proficiency: Solid background in merchant services/payment processing with the capability to navigate gateway/processor/acquirer/payfac/ISO models and a deep understanding of disputes/chargebacks, settlement/funding.

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

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

• Customer-centric focus: Unwavering commitment to addressing the needs of the customer above all else.

• Adaptability: Highly flexible when faced with ambiguous and complex challenges.

• Follow-through: Strong motivation, proactive attitude, and effective prioritization skills.

• Empathy: Capable of understanding and relating to individuals with differing perspectives or experiences.

• Collaboration: Assertive yet humble, showcasing the ability to positively lead change.

• Analytical mindset: Utilizes experience and expertise to swiftly identify and understand complex issues.

🏝️ 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 growth.

• A collaborative and inclusive workplace culture.