Customer Success Manager

Role Overview

• Develops strategic engagement plans that anticipate client needs and enhance satisfaction.
• Facilitates workshops or training sessions to deepen client relationships.
• Creates and implements communication strategies that promote clarity and engagement.
• Provides coaching to peers on effective communication techniques.
• Acts as a subject matter expert, guiding clients on advanced product applications and troubleshooting complex issues.
• Shares knowledge with team members.
• Leads discussions on market trends that impact client strategies, offering proactive advice to help clients adapt to changes.
• Designs and implements comprehensive solutions that address complex client challenges, ensuring alignment with overall account strategies.
• Oversees resolution processes for high-impact client issues, ensuring thorough communication and follow-up with stakeholders.
• Develops systems to track and analyze client interactions, identifying patterns that inform proactive service interventions.
• Builds strong relationships with key clients, ensuring their voices are represented in organizational decisions and strategy.
• Analyzes feedback trends to identify areas for improvement and collaborates with cross-functional teams to implement changes based on merchant insights, enhancing overall service delivery.
• Proactively seeks and proposes tailored growth opportunities based on merchant needs and business goals, using data and insights to support recommendations.
• Develops and executes initiatives aimed at increasing merchant satisfaction, such as loyalty programs or customized service offerings, measuring their effectiveness through metrics.

Requirements

• 3+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.
• Minimum 7 years in a Customer Servicing, Merchant Servicing, Account Management or Customer Success Manager, or another customer-facing role; 10+ years preferred
• Experience delivering client-focused solutions that meet customer needs
• Strong proficiency in Microsoft Office Suite (Excel, PowerPoint, Word)
• Experience in Looker, Tableau, other data visualization tool, or willingness to learn
• Prior payments industry experience preferred
• Demonstrable ability to clearly communicate, compellingly present to, and successfully influence key stakeholders across functions
• Experience successfully navigating matrixed, cross-functional team environments
• Ability to work at pace and tenaciously pursue resolution of complex issues
• Bias towards action and desire for continues learning and development.

Tech Stack

• Tableau

Benefits

• generous paid time off
• healthcare coverage for you and your family
• resources to create financial security
• support your mental health