Customer Success Manager

We are seeking a Customer Success Manager to drive merchant success, retention, and growth in the payment and merchant services space. Reporting to the Manager of Customer Success, you will manage a portfolio of mid-market and enterprise merchants through their complete lifecycle: from onboarding and platform activation through ongoing adoption, retention, and expansion opportunities. This role combines hands-on customer engagement with strategic account management and contributes to the development and refinement of customer success processes and playbooks.

You will be responsible for ensuring merchants achieve their business goals on our platform while identifying expansion opportunities and driving sustainable, long-term relationships.

• Manage new merchant onboarding from contract to first payment transactions; ensure setup is complete, accurate, and timely
• Track and reduce time-to-first-transaction; identify and resolve blockers in the activation process
• Validate that merchants understand platform features, payment processing workflows, and reporting tools

• Own a portfolio of 15-20 assigned merchants; conduct regular check-ins to ensure satisfaction and identify issues early
• Monitor merchant payment transaction health (volume, success rates, error rates) and proactively address performance issues
• Track and reduce Return Merchandise Authorization (RMA) volume and associated issues
• Drive merchant retention and renewal; ensure on-time renewals and successful contract negotiations

• Identify expansion opportunities within existing accounts (increased transaction volume, additional services, geographic expansion)
• Collaborate with Sales on expansion opportunities and account growth initiatives

• Serve as first point of contact for merchant issues; handle basic technical troubleshooting and platform questions
• Escalate complex technical issues to the Support team; document and follow up on resolutions
• Work with Merchant Central Helpdesk, Salesforce, and Jira to track merchant requests and resolutions
• Coordinate with Support Manager, Sales, Account Managers, Operations, and Finance to ensure seamless merchant experiences
• Provide input on customer success processes, playbooks, and operational improvements
• Coordinate with partner customers and overseas departments (Asia, North America) to align support and enable merchant success

• Track and report on key success metrics: merchant onboarding, RMA volume, payment transaction data, renewal rates, and NPS
• Provide regular updates to manager on portfolio health, risks, and expansion opportunities

• 1-3 years of customer success, account management, or customer support experience
• Minimum 2 years of experience in merchant services, payment processing, or fintech
• Solid understanding of payment processing, payment facilitation, and merchant operations
• Excellent written and verbal communication skills; ability to communicate clearly and respond to merchants in a timely manner
• Proficiency with Salesforce, Jira, and similar customer-facing tools
• Strong organizational and time management skills; ability to manage multiple merchant priorities simultaneously
• Problem-solving mindset with attention to detail; ability to anticipate merchant needs

• Payments industry certification or training
• Experience managing customer portfolios in a SaaS or mid-market environment

• Customer-centric focus and proactive account management
• Relationship building and stakeholder management
• Technical aptitude and troubleshooting capability
• Cross-functional collaboration

You will be evaluated on the following metrics:

• Percentage of assigned merchants onboarded and activated on-time
• Average time-to-first-transaction for new merchants
• Merchant renewal and retention rate
• Payment transaction success rates and error reduction in portfolio
• RMA volume and resolution within portfolio
• Identification of and progress on expansion opportunities
• Merchant and internal stakeholder satisfaction feedback
• Mixed work model:
  In-office presence for collaboration;…