Customer Success Associate

The Role

We are seeking a Customer Success Associate to join our Vendor Success team and support the continued growth of the Paymode network.

In this role, you will work closely with customers to ensure they realize the full value of Paymode, helping them achieve their desired business outcomes while driving engagement and retention. You will serve as a trusted point of contact for vendor enquiries and escalations, working cross-functionally to resolve issues, protect revenue, and deliver an outstanding customer experience.

This is an excellent opportunity for someone who is passionate about customer success, enjoys problem-solving, and thrives in a fast-paced fintech environment.

Location: Hybrid/Remote (This role is predominantly remote but there is requirement for you to be close to our office in Portsmouth for the purpose of 2 monthly collaboration days) 

How you'll make an impact:

• Respond to and resolve customer enquiries by educating customers on the value and benefits of Paymode services.
• Drive customer engagement and adoption of Paymode features and capabilities.
• Manage vendor enquiries and escalations through to successful resolution, ensuring a positive customer experience.
• Identify potential retention risks and collaborate with internal teams to develop effective solutions and protect revenue.
• Build strong relationships with customers to support long-term engagement and commitment to the Paymode network.
• Partner with Account Managers, Member Services, Reporting, and Vendor Success Operations teams to address customer questions and concerns.
• Support customer reviews by gathering, analyzing, and presenting data from Paymode applications and back-office systems.
• Contribute to process improvement initiatives by identifying and sharing best practices that enhance efficiency and effectiveness.

What We're Looking For:

• This is an entry level role. Maximum of 3 year of customer retention experience.
• Strong customer service and relationship management skills.
• Excellent verbal and written communication skills with the ability to engage effectively at different organizational levels.
• Ability to manage multiple priorities and work efficiently in a fast-paced environment.
• A genuine passion for helping customers succeed.
• Strong problem-solving skills with the ability to take ownership and drive issues to resolution.
• Positive, proactive, and self-motivated approach.
• Team-oriented mindset with the confidence to work independently when required.

Preferred Qualifications

• Understanding of the payments ecosystem, financial technology landscape, and industry trends.
• Experience using CRM platforms and customer success management tools.
• Experience reporting on customer success programs, customer engagement, or retention activities.
• Bachelor's degree (or equivalent) in Business, Technology, Finance, or a related field.