Customer Success Manager

• Builds trusted relationships with clients through proactive engagement, empathy, and clear communication. 
• Understands each client’s business model, goals, adoption trends, and operational workflows to deliver tailored guidance. 
• Recognizes early signs of risk and acts quickly to maintain satisfaction and prevent churn. 
• Adapts communication style based on audience and context, ensuring clarity and alignment. 
• Shares industry knowledge and best practices related to billing, payments, and customer engagement. 

• Executes strategies that increase digital payment adoption, improve customer experience, and strengthen client retention. 
• Drives measurable improvements across revenue influence, portfolio growth, adoption metrics, and client advocacy. 
• Identifies upsell and cross-sell opportunities aligned with client objectives and produces high-quality customer success qualified leads. 
• Uses Salesforce and internal reporting tools to track performance, analyze trends, and inform client action plans. 
• Maintains strong focus on achieving quarterly and annual performance targets. 

• Manages the full lifecycle of client engagement, ensuring consistency, follow-through, and proactive planning. 
• Investigates client challenges and collaborates across teams to resolve issues effectively. 
• Develops technical fluency in client integrations and workflows to guide troubleshooting and effective communication. 
• Documents client discussions, action plans, and insights with accuracy to support continuity. 
• Operates independently with strong judgment, anticipating client needs and addressing them promptly. 

• Establishes scalable communication and engagement cadences to support a diverse book of business. 
• Uses data dashboards, analytics, and structured workflows to prioritize activities and maximize impact. 
• Applies strong time-management and organizational skills to balance multiple client initiatives simultaneously. 
• Identifies operational inefficiencies and provides data-backed recommendations to clients and internal teams. 
• Leverages automated tools, templates, and process improvements to enhance delivery and productivity. 

• Brings creative strategies to clients that improve adoption, streamline workflows, and strengthen digital performance. 
• Shares new insights and best practices informed by industry trends and peer comparisons. 
• Uses AI-assisted tools to analyze client data, prepare messaging, and uncover actionable improvements. 
• Experiments with new engagement formats and ideas that elevate client experience and support better results. 
• Continuously looks for ways to enhance internal processes and customer success delivery. 

• 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 

• Medical, dental, vision, life & disability insurance 
• 401(k) plan with company match 
• Flexible Time Off (FTO), wellbeing days, paid holidays, and summer Fridays 
• Mental health resources 
• Paid parental leave & Backup Care 
• Tuition reimbursement 
• Employee Resource Groups (ERGs) 

Base Compensation Range 80000 - 95000 USD