Customer Success Manager

IXOPAY is the enterprise-grade global payment infrastructure platform built for the era of agentic commerce. They are seeking a Customer Success Manager to manage customer relationships, drive business outcomes, and ensure client satisfaction while maximizing the value from their platform.

Responsibilities:

• Customer Relationship Management: Act as the primary point of contact for a portfolio of key customers, building and nurturing strong relationships with stakeholders at all levels
• Customer Journey Management: Guide customers through their entire lifecycle, from successful onboarding and adoption to ongoing engagement and strategic planning
• Retention & Growth: Proactively identify and mitigate churn risks while uncovering opportunities for organic growth (upsells and cross-sells) within your assigned accounts
• Drive Business Outcomes: Partner with customers to understand their specific business goals and challenges, then strategically guide them to utilize the IXOPAY platform in a way that directly addresses those needs. You will help them leverage our features to achieve tangible results, such as increased payment conversion rates, reduced transaction costs, and streamlined operations
• Product Advocacy: Facilitate strategic discussions with customers to understand their future needs and priorities. You will then advocate for product roadmap priorities that align customer product requests with the IXOPAY product strategy, ensuring their long-term success is in sync with our platform's evolution
• Performance Metrics & Optimization: Monitor and analyze key performance indicators (KPIs) such as Net Revenue Retention (NRR) and Gross Revenue Retention (GRR). You will also measure customer health through various metrics (e.g., product adoption, support ticket volume, and platform usage) and identify opportunities for usage optimization to ensure customers are getting the most value from their investment
• Customer Advocacy: Serve as the voice of the customer within IXOPAY, providing valuable feedback to product, engineering, and sales teams to improve our platform and services
• Problem Resolution: Address customer inquiries, issues, and escalations efficiently and effectively, coordinating with internal teams to provide timely solutions

Requirements:

• Proven 3+ years experience in a customer-facing role such as Relationship Manager, Customer Success Manager, or Account Manager, preferably within a SaaS, FinTech, or payments environment
• A solid understanding of the payments industry, including payment gateways, merchant acquiring, and payments technology, is a significant plus
• Exceptional interpersonal, communication, and negotiation skills. You should be a natural relationship builder with a proactive, consultative approach
• Ability to think strategically and identify opportunities for growth and improvement within customer accounts
• A track record of meeting or exceeding retention and growth targets (NRR/GRR)
• Strong analytical and problem-solving abilities, with a keen attention to detail