Customer Success Manager

About This Role

The Customer Success Manager builds strong, strategic partnerships with clients to maximize platform value, acting as their primary advocate. This role guides day-to-day engagement, strengthens retention, influences digital adoption, and identifies product expansion 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.
• Develop technical fluency in client integrations and workflows to guide troubleshooting and effective communication.
• Establish scalable communication and engagement cadences to support a diverse book of business.

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).
• 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.

Nice to Have

• Background in electronic billing, payments, merchant services, or related SaaS platforms.

Skills

* Required skills

Benefits