Customer Success Manager, Merchant Services

📋 Description

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

• Foster growth and retention: Create and sustain Strategic Account Plans in partnership with your customers, focusing on strategies for retention and expansion.

• Be a customer advocate: Collaborate with sales, professional services, and product teams on projects to align client needs with the broader business strategy.

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

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

• 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 proven track record of exceeding company targets.

• Payments proficiency: Solid background in merchant services/payment processing, capable of 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 discipline.

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

• Customer focus: A steadfast commitment to prioritizing customer needs above all else.

• Adaptability: Highly flexible in addressing ambiguous and intricate challenges.

• Commitment to follow-through: Strong motivation, a proactive approach, and effective prioritization skills.

• Empathy: Ability to connect with others who may have different perspectives or experiences.

• Collaboration: Confident yet humble, showing a capability to lead positive change.

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

🏝️ Benefits

• Comprehensive health, dental, and vision insurance.

• Generous paid time off and holiday policies.

• Opportunities for professional development and growth.

• Flexible work arrangements.

• Collaborative and inclusive company culture.