Customer Success Manager
Manages enterprise customer relationships through proactive advisory, business reviews, payment insights, adoption, retention, renewals, and growth. Requires 4+ years of client-facing experience, strong business judgment, technical conversation skills, and problem-solving ability.
About the job
Responsibilities
- Partner closely with account executives and technical account managers to support post-sale engagements focused on the optimization, retention, and growth of enterprise customers.
- Manage a book of customers to drive overall account health, including performance, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction.
- Serve as a trusted payments and product advisor to managed customers by delivering payment performance and industry insights.
- Perform business reviews to align on user priorities, review payment performance metrics, share the product roadmap, and provide guidance on optimizing product value.
- Advocate for the customer to internal stakeholders and share feedback with Product Management, Engineering, Support, Marketing, and Sales.
- Support book expansion by identifying and surfacing opportunities that contribute to customer success.
Requirements
- 4+ years of experience in a client-facing role, ideally in enterprise relationship management with large, global, and complex organizations.
- Experience preferably working with a technical product.
- Strong business sense and understanding of customers' business drivers and strategies.
- Track record of leading technical conversations and persuading others to take action based on requirements and solution value.
- Strong problem-solving skills.
Nice-to-haves
- Excellent operating rigor, including organizational and time-management skills.
- Strong executive presence and presentation skills, particularly for in-person meetings with multiple stakeholders.
- Experience as a consultant, pre-sales professional, technical account manager, or equivalent.
- Proven track record of achieving targets and goals, preferably in a sales setting.
- Experience managing large, complex projects or programs.
Skills
Payments, Product Management, Technical Account Management, Enterprise Relationship Management, Business Reviews, Problem Solving, Presentation Skills, Project Management
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