Sr Customer Success Manager

Accountabilities

The Senior Customer Success Manager will own and develop a portfolio of strategic merchant accounts, ensuring customer satisfaction, predictable revenue growth, and long-term business value. Key responsibilities include:

• Manage a portfolio of strategic accounts, taking ownership of customer retention, revenue growth, and overall account performance.

• Drive consistent and predictable growth across the assigned book of business, contributing directly to financial performance and market reputation.

• Guide customers throughout their lifecycle, from onboarding and adoption to renewals, expansion, and ongoing value realization.

• Act as a trusted advisor, helping customers optimize their payment programs and align solutions with their business strategies.

• Develop a deep understanding of customer challenges, business objectives, and industry trends to identify opportunities and recommend relevant solutions.

• Build and maintain strong relationships with senior executives, C-suite stakeholders, boards, payment decision-makers, and operational teams.

• Lead commercial discussions and negotiate complex, high-value contracts, including renewals and expansion opportunities.

• Serve as the primary point of contact for assigned customers, ensuring clear communication and consistent delivery against commitments.

• Coordinate with internal teams across sales, customer support, consulting, onboarding, operations, finance, and leadership to resolve challenges and deliver successful outcomes.

• Educate customers on new product features, industry developments, and best practices to encourage adoption and maximize solution value.

• Identify opportunities to strengthen customer loyalty, generate advocacy, and support long-term account expansion.

• Influence customer roadmaps and payment strategies by providing strategic recommendations and industry insights.

Requirements:

The ideal candidate brings extensive customer success and payments industry experience, strong commercial judgment, and the ability to build trusted relationships with senior stakeholders. Required qualifications include:

• Bachelor's degree in a relevant field or equivalent qualifications.

• At least 8 years of relevant professional experience.

• Demonstrated experience within the payments industry; experience in the merchant segment is strongly preferred.

• Proven ability to manage strategic customer portfolios and drive retention, revenue growth, and account expansion.

• Experience engaging with and presenting to C-suite executives and board-level stakeholders.

• Strong presentation and facilitation skills, with the ability to lead discussions involving payment decision-makers and cross-functional teams.

• Demonstrated expertise in negotiating complex, high-value commercial agreements, including contract renewals.

• Proven ability to resolve complex customer situations by aligning internal and external stakeholders around shared objectives.

• Strong understanding of payment strategies, customer business challenges, and industry trends.

• Excellent relationship-building, communication, negotiation, and stakeholder management skills.

• Self-directed approach to planning and customer engagement, with the ability to operate independently while seeking guidance on complex matters.

• Strong accountability, results orientation, customer focus, innovation, collaboration, and confidence in addressing challenging situations.

• Current authorization to work full-time in the United States. Employment visa or work permit sponsorship is not available now or in the future.

Benefits:

• Competitive compensation and benefits package.

• Remote work opportunity within the United States.

• Career growth and professional development opportunities.

• Collaborative and innovative technology-driven work environment.

• Opportunity to contribute to the evolution of the global payments ecosystem.

• Exposure to strategic customers and senior business leaders.

• Inclusive workplace committed to equal employment opportunities, including for protected veterans and individuals with disabilities.