Sr. Customer Success Manager - Merchants

Job Summary Sr. Customer Success Manager – Merchants – a senior strategic leader responsible for building strong relationships with a portfolio of key Paze merchant partners. The role holistically owns and manages merchant relationships to drive acceptance, awareness, optimization, and support overall strategic engagement with Paze merchants. The position oversees merchant relationship health, forms cross‑functional relationships across Paze and its partners, and collaborates across teams to enable Paze strategies and success at the senior executive level. Location and Work Model Locations: Scottsdale, San Francisco, Chicago, or NewYork. Positions follow a hybrid work model with a collaborative environment. Essential Functions Proactively builds and expands executive relationships across strategic merchants, channel and issuer partners, and internal stakeholders to drive adoption, growth, and long‑term partnership value. Owns merchant success and commercial growth outcomes, including activation, transaction volume, checkout performance, consumer adoption, campaign effectiveness, and overall relationship health. Develops and executes strategic account growth plans, identifying opportunities to deepen engagement, increase utilization, and accelerate business results. Serves as a trusted advisor and growth partner, articulating Paze’s value proposition, influencing strategic decisions, negotiating agreements, and securing stakeholder commitment. Demonstrates strong sales acumen by identifying expansion opportunities, building business cases, overcoming objections, and driving initiatives that increase merchant investment and adoption. Collaborates across Product, Marketing, Risk, Technology, Operations, Finance, Legal, and channel/issuer-facing teams to remove barriers, unlock growth opportunities, and deliver merchant outcomes. Leads post‑integration account management, proactively monitoring performance, identifying risks and opportunities, conducting business reviews, and driving action plans to maximize results. Represents the voice of the merchant by translating feedback, performance insights, and market trends into recommendations that strengthen the customer experience and support business growth. Leverages deep expertise in customer success, relationship management, and the payments ecosystem to differentiate Paze, strengthen competitive positioning, and deliver measurable business impact. Maintains disciplined portfolio management through accurate Salesforce tracking and effective coordination of contractual, incentive, and operational commitments. Upholds risk management, data security, and ethical business practices while enabling sustainable growth and protecting the integrity of Paze and its partners. Qualifications Bachelor’s degree in Business, Finance, Marketing, or a related field, or equivalent experience. Typically 8+ years of experience in payments, financial services, fintech, customer success, strategic account management, business development, or related client‑facing roles. Proven success managing and growing strategic merchant or partner relationships, driving adoption, engagement, retention, and revenue growth. Strong consultative selling, negotiation, and commercial acumen, with the ability to identify opportunities, build business cases, influence senior decision‑makers, and advance complex initiatives. Experience developing and executing strategic account plans and growth strategies that deliver measurable business outcomes. Deep understanding of the payments ecosystem, including merchants, issuers, processors, networks, digital wallets, and e‑commerce payment solutions. Strong analytical and financial acumen, with the ability to evaluate opportunities using quantitative and qualitative insights, develop business cases, conduct market and competitive analysis, and track performance against key business objectives. Exceptional communication, presentation, and executive stakeholder management skills, including experience influencing C‑suite leaders and navigating complex, matrixed organizations. Demonstrated ability to lead through influence, collaborate cross‑functionally, and drive execution in fast‑paced, high‑growth environments. Self‑motivated, proactive, and results‑oriented, with a track record of managing ambiguity and delivering results with minimal oversight. Ability to travel as needed to support merchant meetings, business reviews, conferences, and industry events. Must successfully complete applicable background check and drug screening requirements. Physical Requirements Work is primarily sedentary and requires extensive use of a computer, sitting for periods of approximately four hours. Occasional standing, walking, kneeling, and reaching may be required. Ability to lift 10 pounds occasionally and/or negligible amount of force frequently is necessary. Visual acuity and dexterity to view, prepare, and manipulate documents and office equipment are required. Compensation and Benefits Pay range (annual): Phoenix, AZ / Chicago, IL – $135,000–$155,000; NewYork, NY / SanFrancisco, CA – $150,000–$185,000. Discretionary bonus and a competitive benefit plan. Health Coverage – competitive medical (PPO/HDHP), dental, and vision plans with HSA or FSA contributions. 401(k) – 100% company safe harbor match on first 6% deferral. Paid Time Off – flexible PTO for exempt employees and generous PTO for non‑exempt employees, 11 paid company holidays and a paid volunteer day. Paid Parental Leave – 12 weeks. Family planning support – including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work. EEO and Legal Statements Early Warning Services, LLC (“Early Warning”) considers for employment, hires, retains and promotes qualified candidates on the basis of ability, potential, and valid qualifications without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our employees. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Early Warning Services is a participant in E‑Verify. 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