Customer Success & Implementation Manager​/Merchant Services

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Customer Success & Implementation Manager (Payments / Merchant Services)

On-site | Downtown West Palm Beach (Clematis St.)

We’re hiring a Customer Success & Implementation Manager to onboard merchants, deploy payment terminals and gateways (e.g., , NMI), and grow accounts in a payments / merchant services environment—on-site in downtown West Palm Beach.

Customer Success & Implementation Manager (Payments / Merchant Services)

On-site | Downtown West Palm Beach (Clematis St.)

Base salary: $60,000 – $80,000

We’re hiring a Customer Success & Implementation Manager to onboard merchants, deploy payment terminals and gateways (e.g., , NMI), and grow accounts in a payments / merchant services environment—on-site in downtown West Palm Beach.

Alternative Horizons Group is a fast-growing payments ISO. We need a builder—someone who will own onboarding and support now, then design the customer-success playbook that powers our growth.

• Onboard and train from signed agreement through go-live; configure the platform and deploy payment terminals and gateways (e.g., , NMI).
• Own inbound customer issues (phone/email): triage, troubleshoot, resolve, and follow through. Aim for first-contact resolution and clear, timely communication.
• Design scalable CS workflows—ticket routing, AI chat, knowledge base—to resolve issues fast.
• Monitor account health: review transaction patterns, flag anomalies, and mitigate risk with proactive recommendations.
• Track KPIs (retention, revenue lift, churn) and turn the numbers into action.
• Drive expansion: partner with sales & marketing on upsell / cross-sell plays that grow merchant value.

• Have 2–5 years in customer success, account management, or service delivery at a payments processor, merchant-services ISO, e-commerce SaaS, or fintech.
• Have hands-on experience integrating payment tech (terminals + gateways) and can translate the jargon into plain English.
• Excellent communicator, solution-oriented, calm under pressure, with an entrepreneurial mindset.
• Enjoy building processes from scratch and see ambiguity as opportunity—not extra work.
• Comfortable with CRMs and excited to leverage AI tools to streamline support and surface insights.
• 100% on-site at our Clematis office.
• Payments experience is preferred, not required—exceptional e-commerce/SaaS CS pros who learn fast should still apply; role scope and compensation will reflect experience.

• Base salary: $60,000 – $80,000.
• Benefits stipend: monthly, company-funded.
• Generous Paid time off: 24 total paid days per year — 17 company days (11 holidays + 5 fixed closure days + your birthday off) + 7 PTO days.
• Walkable office on Clematis; early-stage impact—your playbook becomes the standard as we scale.

• Apply on Linked In (Easy Apply) and attach your résumé (PDF).
• Watch for an email from with a Loom link to record a ≤3-minute intro covering:

• We review résumés and videos first, then schedule an in-person coffee chat on Clematis.
• Background check: Employment is contingent on a post-offer background check (identity and employment verification; role-related checks as permitted by law). We review results case-by-case and a record does not automatically disqualify you.

• Seniority level
  
  Entry level

• Employment type
  
  Full-time

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