Customer Success Manager

Responsibilities

• Lead post-sale engagement, retention, and growth for customers, partnering closely with the Account Executive.
• Support account expansion by identifying opportunities, driving business outcomes, and ensuring customer success with the account team.
• Build and foster relationships with senior executives across business, product, engineering, finance, and IT.
• Evangelize customer success stories, systems, and processes.
• Articulate and drive customer use cases, customer value, and expansion while maintaining trusted-advisor status.
• Advise customers on payments and commerce, including the use and benefits of products and industry practices.
• Conduct business reviews covering priorities, product roadmap, service satisfaction, usage insights, issues, optimization guidance, and expansion opportunities.
• Advocate for customers internally and share feedback with Product Management, Engineering, Support, Marketing, and Sales.
• Drive account health, including payments performance, cost optimization, product adoption, usage velocity, renewals, growth, referrals, and customer satisfaction.

Requirements

• 8+ years of experience in a client-facing role, ideally customer success, managing relationships with large, global, and complex organizations, preferably with a technical product.
• Strong analytical skills and operating rigor.
• Strong executive presence and presentation skills, particularly for in-person meetings with multiple stakeholders.
• Experience as a consultant, in pre-sales, technical account management, or an equivalent role.
• Experience building comprehensive account plans.
• Proven track record of achieving targets and goals, preferably in a sales setting.
• Experience managing large, complex projects and/or programs.
• Experience handling difficult customers or situations and demonstrating resolutions.
• Ability to work within a team environment with sales and services peers.
• Ability to navigate data and people to find answers.
• Strong understanding of business and products, with the ability to research and work independently.

Nice-to-haves

• Sophisticated business sense and understanding of the underlying drivers and strategy of customers’ businesses.
• Experience leading technical conversations and persuading others to act based on requirements and solution value.
• Willingness to tackle things independently.
• Ability to work effectively with a wide range of internal and external stakeholders.
• Motivation and flexibility to work in a fast-changing, high-growth environment.