Sr Customer Success Manager

Sr Customer Success Manager

The Senior Customer Success Manager will lead relationships with a portfolio of strategic merchant accounts within the global payments industry. This role focuses on driving customer retention, revenue growth, and long-term value through effective account management and strategic guidance. Acting as a trusted advisor, you will help clients optimize their payment strategies, adopt innovative solutions, and achieve their business objectives. You will collaborate closely with internal teams across sales, support, consulting, operations, finance, and leadership to deliver an exceptional customer experience. The position combines commercial ownership, executive-level engagement, and payments expertise to strengthen customer partnerships. This is an opportunity to influence strategic business outcomes while contributing to the evolution of the global payments ecosystem.

Key responsibilities include:

• Manage a portfolio of strategic accounts, taking ownership of customer retention, revenue growth, and overall account performance.
• Drive consistent and predictable growth across the assigned book of business, contributing directly to financial performance and market reputation.
• Guide customers throughout their lifecycle, from onboarding and adoption to renewals, expansion, and ongoing value realization.
• Act as a trusted advisor, helping customers optimize their payment programs and align solutions with their business strategies.
• Develop a deep understanding of customer challenges, business objectives, and industry trends to identify opportunities and recommend relevant solutions.
• Build and maintain strong relationships with senior executives, C-suite stakeholders, boards, payment decision-makers, and operational teams.
• Lead commercial discussions and negotiate complex, high-value contracts, including renewals and expansion opportunities.
• Serve as the primary point of contact for assigned customers, ensuring clear communication and consistent delivery against commitments.
• Coordinate with internal teams across sales, customer support, consulting, onboarding, operations, finance, and leadership to resolve challenges and deliver successful outcomes.
• Educate customers on new product features, industry developments, and best practices to encourage adoption and maximize solution value.
• Identify opportunities to strengthen customer loyalty, generate advocacy, and support long-term account expansion.
• Influence customer roadmaps and payment strategies by providing strategic recommendations and industry insights.

Required qualifications include:

• Bachelor's degree in a relevant field or equivalent qualifications.
• At least 8 years of relevant professional experience.
• Demonstrated experience within the payments industry; experience in the merchant segment is strongly preferred.
• Proven ability to manage strategic customer portfolios and drive retention, revenue growth, and account expansion.
• Experience engaging with and presenting to C-suite executives and board-level stakeholders.
• Strong presentation and facilitation skills, with the ability to lead discussions involving payment decision-makers and cross-functional teams.
• Demonstrated expertise in negotiating complex, high-value commercial agreements, including contract renewals.
• Proven ability to resolve complex customer situations by aligning internal and external stakeholders around shared objectives.
• Strong understanding of payment strategies, customer business challenges, and industry trends.
• Excellent relationship-building, communication, negotiation, and stakeholder management skills.
• Self-directed approach to planning and customer engagement, with the ability to operate independently while seeking guidance on complex matters.
• Strong accountability, results orientation, customer focus, innovation, collaboration, and confidence in addressing challenging situations.
• Current authorization to work full-time in the United States. Employment visa or work permit sponsorship is not available now or in the future.

Benefits include:

• Competitive compensation and benefits package.
• Remote work opportunity within the United States.
• Career growth and professional development opportunities.
• Collaborative and innovative technology-driven work environment.
• Opportunity to contribute to the evolution of the global payments ecosystem.
• Exposure to strategic customers and senior business leaders.
• Inclusive workplace committed to equal employment opportunities, including for protected veterans and individuals with disabilities.