Enterprise Customer Success Manager

About Us

We have been recognized as one of Built In Chicago’s Best Startups to Work for in 2026!

Aeropay is a financial technology company modernizing money movement with pay by bank solutions. Headquartered in Chicago and backed by leading investors, Aeropay enables businesses to accept compliant, cashless payments through direct bank-to-bank (ACH) transfers, eliminating card fees and outdated payment rails. Powering online checkouts, in-store transactions and embedded payments, Aeropay’s flexible APIs and integrations are built on a secure and scalable infrastructure with compliance at the core.

In industries where risk mitigation and user experience matter most, our platform gives our partners a faster, safer and more intuitive way to pay.

Reports to:

VP of Customer Success

FLSA Status:
Exempt

The Account Director is the senior strategic and commercial owner of Aeropay's most valuable Tier 1 merchant relationships. Operating with autonomy, commercial rigor and executive presence, you ll act as a trusted advisor to founders and C-suite stakeholders while driving customer retention, expansion and account health. An assigned CSM owns the day-to-day operational work, so you can stay focused on strategy, growth and the overall health of Aeropay’s key client relationships.

• Own the strategy and relationships for a portfolio of Tier 1 merchant accounts, serving as the executive sponsor and primary point of accountability
• Develop long-term account strategies that drive retention, growth and expansion, including upsell, increased share of wallet and volume growth
• Own portfolio economics, including forecasting, margin health and scope control tied to renewal negotiations
• Partner with an assigned Customer Success Manager (CSM), who owns all day-to-day tactical work
• Serve as a subject matter expert that Tier 2 teams can lean on for guidance on complex account needs

• Lead conversations with executive stakeholders — including CEOs, Presidents and C-suite executives — building credibility and trust at speed
• Maintain deep, long-term relationships across multiple levels of an organization — including high-touch, in-person engagement — to expand beyond day-to-day contacts and foster executive alignment
• Confidently present business reviews, roadmaps and strategic recommendations to senior audiences

• Understand each merchant s unique business objectives and connect product capabilities to measurable business outcomes
• Monitor exposure and fraud risk across assigned accounts, anticipating issues and developing proactive mitigation plans

• Navigate renewals, pricing discussions, escalations and contract conversations as a skilled negotiator
• Identify and drive expansion opportunities, growing share of wallet and transaction volume while protecting the account from competitive risk
• Understand P&L implications and the business impact of strategic decisions

• Handle client escalations and high-pressure situations with empathy, professionalism and confidence
• Balance customer advocacy with company objectives to make sound decisions despite occasional ambiguity
• Proactively identify issues before they become problems and drive initiatives to successful completion

• 8-12 years of experience in strategic account management, enterprise customer success or related client-facing roles, ideally within payments or fintech with an API driven product — a traditional SaaS background is not a strong fit for this role
• Experience partnering directly with a founder or C-suite executive is a strong plus
• Exceptional executive presence, with a track record of…