Customer Success Manager

Job Description

Job Description

Customer Success Manage

Location: Lenexa, KS

Employment Type: Contract-to-Hire

Schedule: Monday–Friday | Hybrid schedule available after training

Complete Staffing is partnering with a growing payment technology company in Lenexa, KS to identify a Customer Success Manager to join their team. This is an excellent opportunity for someone with experience in financial services, payment processing, or customer success who enjoys building relationships, solving complex problems, and helping clients achieve better business outcomes.

This role combines relationship management, account consulting, risk mitigation, and customer retention. The ideal candidate is analytical, proactive, highly organized, and comfortable serving as a trusted advisor to a portfolio of business clients.

As a Customer Success Manager, you will manage and strengthen relationships with merchants across a variety of industries. You'll work closely with clients to understand their payment processing needs, identify opportunities for improvement, mitigate risk, and provide solutions that support both customer satisfaction and retention.

You'll also collaborate with internal teams, banking partners, and third-party vendors to resolve issues and ensure clients receive a high level of service.

Key Responsibilities

• Manage a portfolio of merchant relationships through regular written and verbal communication.
• Serve as a trusted consultant to merchants regarding payment processing solutions, identifying opportunities to improve efficiency, reduce costs, and mitigate risk.
• Review merchant processing activity and history to identify trends, opportunities, and potential concerns.
• Recommend appropriate solutions based on each merchant's unique processing needs, including equipment, processing plans, and other services.
• Partner with internal teams to provide timely and effective support to merchants.
• Communicate proactively with merchants, partners, and internal teams regarding issues, requests, and expected resolution timelines.
• Investigate and resolve complex issues involving merchants, banking partners, third-party vendors, and internal departments.
• Monitor and mitigate account and processing risk in accordance with banking and card-network requirements.
• Conduct scheduled outreach and account reviews designed to strengthen relationships and improve customer retention.
• Manage inbound and outbound calls and respond to email communications in a timely and professional manner.
• Develop and deliver educational resources and training to help merchants improve their payment processing performance.
• Assist with PCI compliance remediation and outstanding compliance requirements.
• Support merchant re-application processes from start to finish, coordinating documentation, follow-up, and timely submission. Additional compensation is available for successfully completed applications.
• Assist with onboarding and training new team members or participating in shadowing sessions as needed.
• Consistently meet established goals related to customer retention, growth, service, and account performance.
• Utilize AI tools and technology to improve efficiency, problem-solving, and overall customer support.
• Perform other duties and projects as assigned.

Job Requirements

• 3+ years of experience in customer success, customer service, financial services, payment processing, or a related field.
• Strong understanding of customer-focused account management and relationship building.
• Excellent written and verbal communication skills.
• Exceptional problem-solving and analytical abilities.
• Ability to analyze client and transaction data and translate findings into actionable recommendations.
• Strong interpersonal skills and the ability to build relationships with a wide range of clients.
• Ability to manage multiple accounts, priorities, and deadlines in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Demonstrated ability to develop client-focused solutions based on customer needs.
• Proficiency with Microsoft Office Suite and CRM systems.
• Bachelor's degree in Business Administration, Accounting, Marketing, or a related field is preferred.
• Bilingual candidates may be eligible for additional compensation.