Customer Success Manager

The Customer Success Manager (CSM), Direct Merchants, is responsible for managing and growing B2B merchant relationships, ensuring a seamless customer experience across the lifecycle. The CSM drives satisfaction, retention, and operational excellence by acting as a trusted advisor and collaborating cross functionally to deliver value. This role operates independently but in alignment with senior peers and leadership.

Key Responsibilities

* Owner and manage a portfolio of B2B merchant accounts, ensuring high satisfaction and retention

* Serve as the primary point of contact for operational and strategic customer needs

* Develop a working understanding of customer goals and translate them into actionable plans

* Monitor customer health using tools like Salesforce and proactively address risks

* Coordinate with internal teams (Sales, Product, Support) to resolve issues and deliver solutions

* Identify and escalate growth opportunities to Relationship Management or Sales

* Deliver onboarding, training, and best practices to customer teams

* Respond to customer inquiries with a focus on timely, effective resolution

* Track and report on customer performance metrics and engagement

* Stay informed on product updates and communicate relevant changes to customers

* Contribute to internal knowledge sharing and process improvement initiatives

Experience and Qualifications

* 2-4 years in customer success, account management, or support roles

* Experience working with B2B clients, ideally in payments or fintech

* Familiarity with platforms like Stripe, Pay Pal, Square, or similar

* Understanding of customer success principles and tools

* Ability to manage multiple priorities and collaborate cross functionally

Candidate Attributes

* Strong communication and interpersonal skills

* Analytical and detail-oriented mindset

* Customer-first approach with a proactive attitude

* Team player with adaptability and a fast-paced environment

* Interest and merchant services and payment technologies