Customer Success Manager

About This Role

This role involves building strategic partnerships with clients to ensure maximum value from the platform, guiding day-to-day engagement, strengthening retention, and identifying opportunities for product expansion. Success requires advanced relationship management, analytical thinking, and industry awareness. It focuses on driving client success by understanding their business, improving adoption, and identifying growth opportunities.

Responsibilities

• Build trusted relationships with clients through proactive engagement, empathy, and clear communication
• Understand each client’s business model, goals, adoption trends, and operational workflows to deliver tailored guidance
• Recognize early signs of risk and act quickly to maintain satisfaction and prevent churn
• Execute strategies that increase digital payment adoption, improve customer experience, and strengthen client retention
• Drive measurable improvements across revenue influence, portfolio growth, adoption metrics, and client advocacy
• Identify upsell and cross-sell opportunities aligned with client objectives and produce high-quality customer success qualified leads
• Manage the full lifecycle of client engagement, ensuring consistency, follow-through, and proactive planning
• Investigate client challenges and collaborate across teams to resolve issues effectively
• Establish scalable communication and engagement cadences to support a diverse book of business
• Uses Salesforce and internal reporting tools to track performance, analyze trends, and inform client action plans

Requirements

• Strong relationship management experience with a track record of driving retention and growth
• Experience supporting clients in person and via virtual communication tools (Teams/Zoom)
• Background in electronic billing, payments, merchant services, or related SaaS platforms preferred
• Excellent verbal, written, presentation, and interpersonal communication skills
• Customer-driven and results-oriented, with the ability to influence decision-making
• Strong organizational, planning, and time-management skills
• Experience working independently and managing multiple priorities in a fast-paced environment
• Proficiency with Microsoft Office tools and Salesforce

Qualifications

• Strong relationship management experience with a track record of driving retention and growth.

Skills

* Required skills

Benefits