Customer Success Manager

Responsibilities

• Partner with account executives and technical account managers on post-sale engagements focused on optimizing, retaining, and growing enterprise customers.
• Manage a portfolio of customers and drive account health, including performance, product adoption, usage velocity, renewals, growth, referrals, and customer satisfaction.
• Advise customers on payments and products by delivering payment-performance and industry insights.
• Conduct business reviews covering customer priorities, payment metrics, the product roadmap, and opportunities to maximize product value.
• Advocate for customer needs with Product Management, Engineering, Support, Marketing, and Sales.
• Support account expansion by identifying and surfacing opportunities that contribute to customer success.

Requirements

• 7+ years of experience in a client-facing role, ideally enterprise relationship management with large, global, and complex organizations.
• Experience working with technical products, preferably in payments.
• Strong business acumen and understanding of customers' business drivers and strategies.
• Experience leading technical conversations and persuading stakeholders to act based on requirements and solution value.
• Strong problem-solving skills.

Nice-to-haves

• Excellent organizational, time-management, and operating-rigor skills.
• Strong executive presence and presentation skills, including in-person meetings with multiple stakeholders.
• Experience as a consultant, pre-sales professional, technical account manager, or equivalent.
• Track record of achieving targets and goals, preferably in a sales setting.
• Experience managing large, complex projects or programs.
• Experience handling difficult customers or situations and driving resolutions.
• Ability to navigate data and people to find answers.