More jobs:
Customer Success Manager
Job in
Jacksonville, Duval County, Florida, 32201, USA
Listed on 2026-06-27
Listing for:
Paysafe
Full Time
position Listed on 2026-06-27
Job specializations:
-
Customer Service/HelpDesk
Customer Success Mgr./ CSM, Client Relationship Manager, HelpDesk/Support, Customer Service Rep -
Business
Customer Success Mgr./ CSM, Client Relationship Manager
Job Description & How to Apply Below
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
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