Customer Success Manager, Key Accounts
Manages strategic enterprise customer relationships, driving adoption, retention, renewals, and account growth through payments insights, business reviews, and technical product guidance. Requires 10+ years of client-facing enterprise relationship management experience and 3+ years in payments or fintech.
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 account health, including performance, product adoption, usage velocity, renewals and growth, referrals, and customer satisfaction.
- Serve as a trusted payments and product advisor 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 customers internally by sharing feedback and insights with Product Management, Engineering, Support, Marketing, and Sales.
- Support book expansion by identifying and surfacing opportunities that ensure customer success.
Requirements
- 10+ years of experience in a client-facing role involving enterprise relationship management with large, global, and complex organizations, preferably with a technical product.
- 3+ years of experience in payments and/or fintech.
- Strong business sense and understanding of the underlying drivers and strategies of customers' businesses.
- Track record of leading technical conversations and persuading others to take action based on requirements and solution value.
- Strong executive presence and presentation skills, particularly for in-person meetings with multiple stakeholders.
Nice-to-Haves
- Experience with consumption-based SaaS products.
Skills
Enterprise Relationship Management, Payments, Fintech, SaaS, Account Management, Customer Retention, Product Adoption, Technical Conversations, Business Reviews, Executive Presentations
Similar jobs
Customer Success jobs
Kong
California
Staff-level customer success professional managing technically sophisticated commercial accounts, driving adoption and growth, and partnering with Sales and Product. Requires customer-facing experience in SaaS, open-source, or infrastructure software plus strong cloud-native, API, and DevOps knowledge.
Okta
San Francisco, CA
The Customer Success Executive will manage strategic enterprise relationships, drive adoption, retention, renewals, and expansion, and align Okta’s solutions with customer business outcomes. The role requires 10+ years of customer success, account management, or consulting experience with complex enterprises and strong executive communication skills.
Stripe
San Francisco, CA
Supports complex, high-growth billing accounts through consultative technical guidance, relationship management, integrations, and operational solutions. Requires 10+ years of enterprise client-facing experience, billing expertise, API fluency, SQL proficiency, and strong troubleshooting and communication skills.
Celonis
New York, NY
Leads strategic Life Sciences customer relationships and end-to-end value realization for Celonis transformation programs. The role requires 15+ years of relevant experience, executive communication, large-scale transformation leadership, SaaS and solution design expertise, and a consultative approach.
Shield AI
Washington, DCLeads customer success for Hivemind enterprise customers, managing onboarding, account health, executive relationships, renewals, and expansion. The role requires a bachelor's degree, 8+ years in customer success or account management, enterprise customer experience, and extensive travel.