Customer Success Manager – Avvance POS Lending

Role Overview

• Deliver a best in class partner experience by supporting enterprise partners from time of sale through implementation and ongoing partnership growth
• Collaborate with internal teams to remove roadblocks, strengthen partner engagement, and drive solutions that support performance and growth
• Build strong relationships with Enterprise Partners in the Avvance portfolio
• Engage partners early to drive activation, adoption, and monetization across the partnership
• Advise partners on Avvance program components, including integration approach, operating model, enablement, and best practices to scale utilization
• Support partners through implementation, activation, and ramp
• Proactively identify and resolve partner issues by coordinating with internal teams to remove roadblocks and meet partner needs
• Manage partner communications through email and meetings, ensuring clear documentation and visibility for partners and internal stakeholders
• Provide feedback and insights to leadership on partner performance, activation progress, and internal process gaps

Requirements

• Bachelor’s degree, or equivalent work experience
• Typically four to six years of relevant experience
• 8+ years of experience in partner success, customer success, relationship management, program management, or a related customer-facing role.
• Demonstrated experience supporting complex clients, partners, or programs.
• Ability to build strong relationships with Enterprise Partners, providing end-to-end support beginning during the sales process once a partner commits to moving forward with Avvance.
• Strong partner engagement skills to drive activation, adoption, and monetization across complex partnerships.
• Demonstrated ability to advise partners on program components, including integration approach, operating model, enablement, and best practices to scale utilization.
• Experience supporting partners through implementation, activation, and ramp, ensuring readiness to launch, onboard merchants, and drive ongoing usage.
• Proven problem-solving skills, with the ability to coordinate across internal teams to resolve partner issues and remove roadblocks.
• Strong written and verbal communication skills, with experience managing partner communications via email and meetings and maintaining clear documentation.
• Ability to synthesize partner performance data and qualitative feedback into clear insights and recommendations for leadership.
• Receptiveness to internal and external feedback, with a continuous improvement mindset focused on partner experience and outcomes.
• Ability to manage changing priorities while supporting a portfolio of enterprise partners.
• Strong cross-functional collaboration skills to align internal stakeholders across partner success, onboarding, and operational processes.
• Experience documenting and maintaining SOPs, playbooks, and templates to ensure accurate and up-to-date partner success guidance.

Benefits

• Healthcare (medical, dental, vision)
• Basic term and optional term life insurance
• Short-term and long-term disability
• Pregnancy disability and parental leave
• 401(k) and employer-funded retirement plan
• Paid vacation (from two to five weeks depending on salary grade and tenure)
• Up to 11 paid holiday opportunities
• Adoption assistance
• Sick and Safe Leave accruals of one hour for every 30 worked, up to 80 hours per calendar year unless otherwise provided by law