Enterprise Customer Success Manager; English​/Spanish Speaking

Position: Enterprise Customer Success Manager (English/Spanish Speaking)
London, England Customer Success – Customer Success /Full Time /Hybrid The Freedom Pay Commerce Platform is the technology of choice for many of the largest companies across the globe in retail, hospitality, lodging, gaming, sports and entertainment, food service, education, healthcare and financial services.  Freedom Pay’s technology has been purposely built to deliver rock solid performance in the highly complex environment of global commerce.

The company maintains a world-class security environment and was first to earn the coveted validation by the PCI Security Standards Council against Point-to-Point Encryption with EMV standard in North America. Freedom Pay’s robust solutions across payments, security, identity and data analytics are available in-store, online and on-mobile and are supported by rapid API adoption. The award winning Freedom Pay Commerce Platform operates on a single, unified technology stack across multiple continents allowing enterprises to deliver a consistent, repeatable experience on a global scale.  

Freedom Pay is a fast paced, high growth company with a great culture with competitive benefits and compensation with a business casual atmosphere.

Freedom Pay is seeking a bilingual Enterprise Customer Success Manager (English/Spanish) to manage a portfolio of strategic enterprise customers across global markets. This role combines strategic relationship management with hands-on operational ownership to ensure customers receive exceptional service, achieve their business objectives, and maximize value from their partnership with Freedom Pay. The ideal candidate is equally comfortable engaging executive stakeholders, coordinating cross-functional initiatives, managing day-to-day operational activities, and driving customer-focused process improvements in a fast-paced environment.

This position is based in our London office and follows a hybrid schedule of two days per week onsite, with 10-20% travel required.

Main

Job Responsibilities (including but not limited to):

Serve as the primary strategic advisor and trusted partner for a portfolio of enterprise and global customer accounts, building relationships with stakeholders at all levels, including executive leadership.

Develop and execute customer success strategies that drive adoption, retention, customer satisfaction, and long-term business growth.

Conduct regular business reviews, provide consultative recommendations, and align Freedom Pay solutions to customers' evolving business objectives.

Manage day-to-day operational activities across customer accounts, including issue resolution, escalations, onboarding, change management, and ongoing account support.

Collaborate cross-functionally with Sales, Product, Operations, Support, and Implementation teams to deliver exceptional customer outcomes and ensure alignment on customer priorities.

Act as the voice of the customer by identifying risks, gathering feedback, advocating for enhancements, and driving continuous service improvements.

Leverage AI-powered tools, automation, and data-driven insights to improve customer engagement, operational efficiency, reporting, and scalability across customer success processes.

Identify opportunities for account growth and expansion while partnering with sales teams to support renewals, upsell initiatives, and strategic account planning.

Maintain expertise in Freedom Pay's products, payments ecosystem, and industry trends to provide trusted guidance and thought leadership to customers.

Travel up to 20% as required to support customer meetings, business reviews, and industry events.

Basic Qualifications:

Bachelor's degree in Business, Technology, Communications, or a related field, or equivalent professional experience.

Minimum of 7+ years of experience in Customer Success, Strategic Account Management, Consulting, Relationship Management, or a similar customer-facing role.

Experience managing enterprise, strategic, or global customer accounts within a SaaS, technology, fintech, or payments organization.

Demonstrated success working with executive-level stakeholders and influencing decision-making across complex organizations.

Fluent in English and…