Customer Success Manager

Title: Customer Success Manager

Salary: $75,000 - $85,000 per year

Location: Remote (US)

Employment Type: Full-Time

Position Summary:

We have an immediate opportunity for Customer Success Managers (CSM's). The Customer Success Manager (CSM) owns the ongoing customer relationship for an assigned portfolio of mid-market business accounts. In this role, you will guide commercial clients as they activate, adopt, and expand their utilization of payment processing, merchant services, and integrated financial software solutions. You will serve as the primary advisor and coordinator, identifying retention risks, unlocking growth opportunities, and coordinating cross-functional resolutions across internal subject matter teams.

• Customer Engagement & Cadence: Execute a structured engagement methodology including 30-day welcome and discovery, 60-day adoption reviews, and 90-day Quarterly Business Reviews (QBRs) using automated sequencing platforms and proactive account health alerts.
• Activation & Solution Coaching: Coach mid-market business owners and finance teams on activation and effective utilization of credit card processing, ACH workflows, invoice-linked payments, and fee surcharging setups.
• Portfolio Analysis: Conduct pre-outreach account reviews utilizing CRM transaction history, Total Payment Volume (TPV) metrics, account health signals, and merchant status indicators to tailor every conversation.
• Risk Mitigation & Retention: Proactively identify adoption barriers, processing declines, and churn risks. Develop tailored mitigation plans and maintain closed-loop follow-up to secure long-term account retention.
• Expansion & Share of Wallet Growth: Uncover and qualify commercial expansion opportunities (such as Accounts Payable / Bill Pay solutions or cash management tools), routing qualified lead opportunities to dedicated account management teams.
• Cross-Functional Issue Coordination: Perform initial issue diagnosis and route technical support tickets to Engineering Support, merchant holds or fraud flags to Risk Operations, payment refund requests to Payments Operations, and contract adjustments to Sales.
• Quality & Enablement: Active participation in conversational coaching reviews, quality assurance calibration sessions, AI-assisted role-play evaluations, and mandatory compliance or customer protection programs.

Required Qualifications

• Customer Success Experience: Minimum of 3 years of experience in Customer Success, Account Management, or commercial relationship management.
• Mid-Market Portfolio Management: Minimum of 2 years managing a dedicated mid-market book of business or defined client territory.
• Consultative Communication: Proven ability in consultative discovery, objection handling, workflow troubleshooting, and executive-level oral and written communication.
• Outcome Accountability: Demonstrated track record of meeting or exceeding targets across adoption, account health, retention, or expansion metrics.

Preferred Qualifications

• Financial Domain Expertise: Background in payments processing, merchant services, banking, lending, fintech, money movement, or spend management software preferred but not required.
• SaaS Background: Candidates with strong SaaS Customer Success backgrounds who exhibit high commercial acumen and financial software aptitude will also be considered.
• Tech Stack Familiarity: Hands-on experience with enterprise tools including Salesforce, Gainsight, Outreach, and Gong.

Key Performance Indicators (KPIs)

• Interaction Quality & Cadence: Call quality scores, minimum touchpoint attainment, and percentage of assigned portfolio contacted within 90 days.
• Activation & Adoption: Account activation rates, time to first processing transaction, and Gross New Amount (GNA) progression.
• Portfolio Health & Retention: Customer health score progression, at-risk response effectiveness, and overall account retention.
• Account Expansion: Attributed Total Payment Volume (TPV) growth, qualified lead identification, and proper cross-sell handoff execution.
• Operational Excellence: CRM documentation accuracy, routing precision across partner teams, escalation management, and compliance adherence.