Senior Customer Success Manager

Responsibilities

• Partner with account executives and technical account managers on post-sale engagements focused on optimization, retention, and growth of enterprise customers.
• Manage a book of customers, driving account health, product adoption, usage velocity, renewals, growth, referrals, and customer satisfaction.
• Serve as a trusted payments and product advisor by delivering payment performance and industry insights.
• Conduct business reviews covering user priorities, payment performance metrics, product roadmap updates, and optimization guidance.
• Advocate for customers internally and share feedback with Product Management, Engineering, Support, Marketing, and Sales.
• Support account expansion by identifying opportunities that help customers succeed.
• Deliver proactive workshops, business reviews, payments insights, and thought leadership.

Requirements

• 6+ years of experience in a client-facing enterprise relationship management role involving large, global, and complex organizations and technical products.
• Experience leading technical conversations and persuading stakeholders to act based on solution requirements and value.
• Strong executive presence and presentation skills.
• Proven record of achieving targets and goals, preferably in a sales setting.
• Experience handling difficult customers or situations and delivering resolutions.
• Ability to work effectively in a fast-changing, high-growth environment.

Nice-to-haves

• Experience in consulting, pre-sales, technical account management, or an equivalent role.
• Strong business acumen and understanding of customers' business drivers and strategies.
• Experience managing large, complex projects and programs.
• Experience in payments or fintech.